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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of travel and tourism marketing"
~subject:"Complaint management"
~subject:"Dienstleistungssektor"
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Search: subject_exact:"Customer complaints"
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Complaint management
Dienstleistungssektor
Beschwerdemanagement
83
Dienstleistungsqualität
67
Service quality
67
Customer satisfaction
51
Kundenzufriedenheit
51
Beziehungsmarketing
41
Relationship marketing
41
Consumer behaviour
39
Konsumentenverhalten
39
Customer service
21
Kundenservice
21
Service failure
20
Service recovery
20
Gastronomie
15
Restaurant industry
15
Emotion
14
Hotel industry
11
Hotellerie
11
Gastgewerbe
10
Hospitality industry
10
China
9
USA
9
United States
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Service industry
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Viral marketing
8
Virales Marketing
8
Mobile communications
6
Mobilkommunikation
6
Service recovery performance
6
Tourism industry
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Tourismuswirtschaft
6
Service failures
5
Airline
4
Comparison
4
Fluggesellschaft
4
Gerechtigkeit
4
Justice
4
Scenario analysis
4
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English
83
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Jang, Soocheong
8
Guchait, Priyanko
7
Mattila, Anna S.
6
Kim, Jong-hyeong
3
Miao, Li
3
Weber, Karin
3
Hsu, Cathy H. C.
2
Huey Chern Boo
2
Kim, Heewon
2
Kim, Hyunsu
2
Kim, Kyungmin
2
Kim, Taegoo
2
Lee, Gyehee
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Abu Farha, Allam K.
1
Adler, Howard
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Ali, Faizan
1
Alnawas, Ibrahim
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Au, Norman
1
Baker, Melissa A.
1
Bradley, Graham L.
1
Butcher, Ken
1
Cai, Liping A.
1
Cai, Ruiying
1
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International journal of contemporary hospitality management
International journal of hospitality management
Journal of travel and tourism marketing
Journal of business research : JBR
70
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
27
Journal of the Academy of Marketing Science
20
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
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 service research
11
Journal of marketing management : MM
10
International journal of quality and service sciences
9
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
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
Tourism management : research, policies, practice
8
Marketing intelligence & planning
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
Cogent business & management
6
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ECONIS (ZBW)
83
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1
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:
2
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:
3
Well-known or well-liked? : the effects of brand reputation on customers' responses to service failure
Liu, Mengzhen
;
Xiong, Wei
- In:
Journal of travel and tourism marketing
40
(
2023
)
3
,
pp. 221-241
Persistent link: https://www.econbiz.de/10014369784
Saved in:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
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