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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of retailing and consumer services"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
561
Kundenzufriedenheit
559
Consumer behaviour
396
Konsumentenverhalten
396
Beziehungsmarketing
309
Relationship marketing
309
Dienstleistungsqualität
304
Service quality
304
Online retailing
84
Online-Handel
84
Einzelhandel
83
Retail trade
83
Satisfaction
74
Customer service
60
Kundenservice
60
Hotel industry
57
Hotellerie
57
Viral marketing
52
Virales Marketing
52
Beschwerdemanagement
47
E-commerce
47
Electronic Commerce
47
Brand management
43
Customer loyalty
43
Markenführung
43
Brand image
36
Emotion
36
Markenimage
36
Gastronomie
35
Restaurant industry
35
Confidence
33
Vertrauen
33
Arbeitszufriedenheit
31
Job satisfaction
31
Internet marketing
30
Mobile communications
30
Mobilkommunikation
30
Online-Marketing
30
Social Web
30
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Undetermined
33
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Article
47
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Article in journal
47
Aufsatz in Zeitschrift
47
Language
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English
47
Author
All
Gohary, Ali
2
Hamzelu, Bahman
2
Harun, Ahasan
2
Jang, Soocheong
2
Pacheco, Natália Araújo
2
Rokonuzzaman, Md
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alizadeh, Hamid
1
Alnawas, Ibrahim
1
Altinigne, Nesenur
1
Arikan, Esra
1
Babin, Barry J.
1
Bagherzadeh, Ramin
1
Bai, Yanzhuang
1
Bambauer-Sachse, Silke
1
Basil, Debra Z.
1
Bataoui, Soffien
1
Berbel-Pineda, Juan M.
1
Bicho, Marta
1
Boch, Emmanuelle
1
Borges, Adilson
1
Bougoure, Ursula Sigrid
1
Bozkurt, Sıddık
1
Cambra-Fierro, Jesús
1
Casidy, Riza
1
Chen, Ke
1
Chen, Nuoya
1
Cheng, Peng
1
Chih, Wen-Hai
1
Cho, Youngju
1
Claye-Puaux, Sophie
1
Daroczi, Zoltan
1
Do The Khoa
1
Dootson, Paula
1
Fan, Xiucheng
1
Fandos-Herrera, Carmina
1
Fazal-e-Hasan, Syed
1
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Published in...
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International journal of contemporary hospitality management
Journal of retailing and consumer services
Journal of business research : JBR
47
International journal of hospitality management
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Service business
18
Journal of service research : JSR
15
The service industries journal
15
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
Journal of service theory and practice
9
Psychology & marketing
9
Journal of air transport management
8
Journal of service research
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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
Cogent business & management
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Journal of consumer behaviour : an international research review
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 global marketing
4
Journal of hospitality and tourism insights
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
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ECONIS (ZBW)
47
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1
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47
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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
May robots be held responsible for service failure and recovery? : the role of robot service provider agents' human-likeness
Arikan, Esra
;
Altinigne, Nesenur
;
Kuzgun, Ebru
;
Okan, Mehmet
- In:
Journal of retailing and consumer services
70
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014240279
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
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:
6
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:
7
Emotion and trust in virtual service assistant design for effective service recovery
Le, Hoang T. P. M.
;
Park, Jungkun
;
Lee, Sangwoo
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014364045
Saved in:
8
Would you try it again? : dual effects of customer mindfulness on service recovery
Martinez, Luisa M.
;
Pacheco, Natália Araújo
;
Ramos, …
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014364668
Saved in:
9
The role of socially rich photos in generating favorable donation behavior on charity websites
Bataoui, Soffien
;
Boch, Emmanuelle
- In:
Journal of retailing and consumer services
74
(
2023
),
pp. 1-16
Persistent link: https://www.econbiz.de/10014364672
Saved in:
10
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
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