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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of global information management : an official publication of the Information Resources Management Association"
~subject:"Consumer behaviour"
~subject:"Social Web"
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Search: subject_exact:"Beschwerdemanagement"
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Consumer behaviour
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Beschwerdemanagement
21
Complaint management
21
Dienstleistungsqualität
18
Service quality
18
Customer satisfaction
15
Kundenzufriedenheit
15
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12
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Chi, Christina Geng-qing
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International journal of contemporary hospitality management
Journal of global information management : an official publication of the Information Resources Management Association
Journal of business research : JBR
39
Journal of hospitality marketing & management
26
International journal of hospitality management
25
Journal of retailing and consumer services
24
The journal of services marketing
22
Journal of service research : JSR
15
European journal of marketing : EJM
13
Psychology & marketing
12
International journal of consumer studies
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
9
Journal of marketing
9
Service business
9
Journal of retailing
8
Journal of service management
8
Journal of service research
8
Managing service quality : MSQ ; an international journal
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Services marketing quarterly
7
Business horizons
6
The service industries journal
6
International journal of services and operations management
5
Journal of the Academy of Marketing Science
5
Marketing intelligence & planning
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
Tourism management : research, policies, practice
5
Cogent business & management
4
International journal of quality and service sciences
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of consumer research : JCR ; an interdisciplinary bimonthly
4
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
4
Journal of internet commerce
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
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ECONIS (ZBW)
13
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date (oldest first)
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
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:
3
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:
4
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:
5
How does culture impact customer evaluation in online complaining? : evidence from Germany and India
Sengupta, Sanchayan
- In:
Journal of global information management : an official …
28
(
2020
)
2
,
pp. 131-159
Persistent link: https://www.econbiz.de/10012304208
Saved in:
6
Generation Y's positive and negative eWOM : use of social media and mobile technology
Zhang, Tingting
;
Omran, Behzad Abound
;
Cobanoglu, Cihan
- In:
International journal of contemporary hospitality management
29
(
2017
)
2
,
pp. 732-761
Persistent link: https://www.econbiz.de/10011687713
Saved in:
7
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
8
Customer responses to integrity issues for travel services in China : a content analysis based on online complaints
Gong, Jin-Hong
;
Xie, Li-Shan
;
Peng, Jia-Min
;
Guan, Xin-Hua
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 199-213
Persistent link: https://www.econbiz.de/10011300098
Saved in:
9
The stress of anonymous online reviews: a conceptual model and research agenda
Bradley, Graham L.
;
Weber, Karin
- In:
International journal of contemporary hospitality management
27
(
2015
)
5
,
pp. 739-755
Persistent link: https://www.econbiz.de/10011405107
Saved in:
10
Hospitality-based critical incidents : a cross-cultural comparison
Swanson, Scott R.
;
Huang, Yinghua
;
Wang, Baoheng
- In:
International journal of contemporary hospitality management
26
(
2014
)
1
,
pp. 50-68
Persistent link: https://www.econbiz.de/10010249721
Saved in:
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