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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"
~subject:"Gastgewerbe"
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Gastgewerbe
Beschwerdemanagement
33
Complaint management
33
Dienstleistungsqualität
27
Service quality
27
Customer satisfaction
21
Kundenzufriedenheit
21
Consumer behaviour
19
Konsumentenverhalten
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Beziehungsmarketing
16
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16
Customer service
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Kundenservice
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Service recovery
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Emotion
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Viral marketing
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Virales Marketing
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Hospitality industry
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Hotel industry
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Hotellerie
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China
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Mobilkommunikation
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service recovery
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Tourismuswirtschaft
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service failure
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Huang, Zhuowei
2
Mattila, Anna S.
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Miao, Li
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Akarsu, Tugra Nazlil
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Foroudi, Pantea
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Fu, Xiaoxiao
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Kim, Kyungmin
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Marvi, Reza
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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
International journal of hospitality management
7
Advances in culture, tourism and hospitality research
2
Journal of hospitality marketing & management
2
International journal of services, economics and management
1
Journal of retailing and consumer services
1
Managing service quality : MSQ ; an international journal
1
The journal of services marketing
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Tourism management : research, policies, practice
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ECONIS (ZBW)
5
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1
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:
2
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
3
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
Saved in:
4
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
Saved in:
5
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
32
(
2008
)
1
,
pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
Saved in:
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