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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Hotellerie"
~subject:"Kundenzufriedenheit"
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Search: subject_exact:"Reklamation"
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Hotellerie
Kundenzufriedenheit
Beschwerdemanagement
40
Complaint management
40
Dienstleistungsqualität
31
Service quality
31
Customer satisfaction
25
Consumer behaviour
21
Konsumentenverhalten
21
Beziehungsmarketing
20
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20
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10
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service recovery
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Huang, Zhuowei
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Do The Khoa
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Flavián Blanco, Carlos
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International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
45
International journal of hospitality management
36
Journal of retailing and consumer services
33
The journal of services marketing
28
Journal of hospitality marketing & management
25
Service business
20
Journal of service research : JSR
15
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
International journal of quality and service sciences
8
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
SpringerLink / Bücher
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
Total quality management & business excellence
4
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ECONIS (ZBW)
28
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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
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
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:
5
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:
6
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:
7
How sincere is an apology? : recovery satisfaction in a robot service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
Saved in:
8
It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos
;
Bogicevic, Vanja
;
Parsa, H. G.
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
5
,
pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
Saved in:
9
Developing a consumer complaining and recovery effort scale
Lu, Lu
;
Gursoy, Dogan
;
Chi, Christina Geng-Qing
;
Xiao, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 686-715
Persistent link: https://www.econbiz.de/10011912319
Saved in:
10
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
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