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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~subject:"Complaint management"
~subject:"Emotion"
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Search: subject_exact:"Customer complaints"
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Complaint management
Emotion
Beschwerdemanagement
88
Dienstleistungsqualität
71
Service quality
71
Customer satisfaction
54
Kundenzufriedenheit
54
Consumer behaviour
43
Konsumentenverhalten
43
Beziehungsmarketing
41
Relationship marketing
41
Customer service
22
Kundenservice
22
Service recovery
20
Service failure
19
Gastronomie
15
Restaurant industry
15
Gastgewerbe
12
Hospitality industry
12
Hotel industry
12
Hotellerie
12
China
9
USA
9
United States
9
Viral marketing
9
Virales Marketing
9
Dienstleistungssektor
8
Service industry
8
Mobile communications
7
Mobilkommunikation
7
Service recovery performance
6
Tourism industry
6
Tourismuswirtschaft
6
service recovery
5
Comparison
4
Gerechtigkeit
4
Hospital
4
Justice
4
Krankenhaus
4
Service failures
4
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88
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English
88
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Jang, Soocheong
8
Guchait, Priyanko
7
Mattila, Anna S.
7
Miao, Li
4
Ro, Heejung
4
Sparks, Beverley
4
MacQuilken, Lisa
3
Baker, Melissa A.
2
Bradley, Graham L.
2
Cai, Ruiying
2
Chi, Christina Geng-Qing
2
Huang, Zhuowei
2
Huey Chern Boo
2
Karatepe, Osman M.
2
Kim, Heewon
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Kim, Kawon Kathy
2
Kim, Kyungmin
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Lindsey
2
Lu, Lu
2
Luo, Anqi
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Min, Hyounae
2
Robertson, Nichola
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Weber, Karin
2
Wei, Wei
2
Abu Farha, Allam K.
1
Adler, Howard
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
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International journal of contemporary hospitality management
International journal of hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of business research : JBR
72
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
28
Journal of the Academy of Marketing Science
21
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Marketing intelligence & planning
8
Cogent business & management
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
88
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88
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1
Toward a framework for perceived yuanfen in the accommodation service encounter : a grounded theory study
Tang, Xiangjie
;
Fong, Lawrence Hoc Nang
;
So, Amy Siu Ian
- In:
International journal of contemporary hospitality management
36
(
2024
)
1
,
pp. 155-181
Persistent link: https://www.econbiz.de/10014483406
Saved in:
2
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
3
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors : the role of psychological well-being and tenure
Gip, Huy
;
Guchait, Priyanko
;
Paşamehmetoğlu, Aysin
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 64-91
Persistent link: https://www.econbiz.de/10013546019
Saved in:
4
Service failure research in the hospitality and tourism industry : a synopsis of past, present and future dynamics from 2001 to 2020
Akarsu, Tugra Nazlil
;
Marvi, Reza
;
Foroudi, Pantea
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 186-217
Persistent link: https://www.econbiz.de/10013546041
Saved in:
5
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
6
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
7
The effect of service failure severity on brand forgiveness : the moderating role of interpersonal attachment styles and thinking styles
Alnawas, Ibrahim
;
Al Khateeb, Amr
;
Abu Farha, Allam K.
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
5
,
pp. 1691-1712
Persistent link: https://www.econbiz.de/10014280877
Saved in:
8
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
9
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
10
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
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