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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Beschwerdemanagement"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Customer relationship management"
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Beschwerdemanagement
Beziehungsmarketing
284
Relationship marketing
284
Consumer behaviour
144
Konsumentenverhalten
144
Customer satisfaction
86
Kundenzufriedenheit
86
Dienstleistungsqualität
68
Service quality
68
Hotel industry
41
Hotellerie
41
Brand management
32
Markenführung
32
Lieferantenmanagement
27
Supplier relationship management
27
Customer value
26
Kundenwert
26
Brand image
25
Markenimage
25
Customer integration
22
Kundenintegration
22
Salespeople
22
Verkaufspersonal
22
Marketing management
21
Marketingmanagement
21
Customer loyalty
20
Social Web
20
Social web
20
Complaint management
19
Gastronomie
19
Restaurant industry
19
Customer service
18
Internet marketing
18
Kundenservice
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Online-Marketing
18
Customer engagement
17
Viral marketing
17
Virales Marketing
17
Kundenbindungsprogramm
16
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Aufsatz in Zeitschrift
Article in journal
19
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English
19
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Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Al Khateeb, Amr
1
Allen, Alexis M.
1
Alnawas, Ibrahim
1
Au, Norman
1
Bilstein, Nicola
1
Borah, Sourav Bikash
1
Bradley, Graham L.
1
Brady, Michael K.
1
Chi, Christina Geng-qing
1
Cobanoglu, Cihan
1
Ekiz, Erdogan H.
1
Falk, Tomas
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fu, Xiaoxiao
1
Fürst, Andreas
1
Ghadami, Fateme
1
Grégoire, Yany
1
Handrich, Matthias
1
Hanks, Lydia
1
Heidenreich, Sven
1
Hogreve, Jens
1
Homburg, Christian
1
Huang, Yinghua
1
Huang, Zhuowei
1
Høgevold, Nils
1
Johnen, Marius
1
Kim, Taegoo
1
Koschate, Nicole
1
Laporte, Sandra
1
Larocque, Denis
1
Lee, Gyehee
1
Liu, Qing
1
Ma, Shihan
1
Mandl, Leonhard
1
Miao, Li
1
Mikolon, Sven
1
Ndubisi, Nelson Oly
1
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International journal of contemporary hospitality management
Journal of the Academy of Marketing Science
Journal of business research : JBR
37
Journal of retailing and consumer services
26
International journal of hospitality management
25
The journal of services marketing
19
The service industries journal
14
Journal of hospitality marketing & management
13
Journal of service research : JSR
11
Service business
10
Services marketing quarterly
9
Journal of service research
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Psychology & marketing
6
Tourism management : research, policies, practice
6
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of travel and tourism marketing
5
Managing service quality : MSQ ; an international journal
5
Marketing intelligence & planning
5
Asia-Pacific journal of business administration
4
Cogent business & management
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of service management
4
Journal of service theory and practice
4
Journal of strategic marketing
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
International journal of services, economics and management
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of internet commerce
3
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ECONIS (ZBW)
19
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1
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:
2
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:
3
Leveraging service recovery strategies to reduce customer churn in an emerging market
Borah, Sourav Bikash
;
Prakhya, Srinivas
;
Sharma, Amalesh
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
5
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012301271
Saved in:
4
When pushing back is good : the effectiveness of brand responses to social media complaints
Johnen, Marius
;
Schnittka, Oliver
- In:
Journal of the Academy of Marketing Science
47
(
2019
)
5
,
pp. 858-878
Persistent link: https://www.econbiz.de/10012107337
Saved in:
5
How can firms stop customer revenge? : the effects of direct and indirect revenge on post-complaint responses
Grégoire, Yany
;
Ghadami, Fateme
;
Laporte, Sandra
; …
- In:
Journal of the Academy of Marketing Science
46
(
2018
)
6
,
pp. 1052-1071
Persistent link: https://www.econbiz.de/10011951624
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
Unveiling the recovery time zone of tolerance : when time matters in service recovery
Hogreve, Jens
;
Bilstein, Nicola
;
Mandl, Leonhard
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 866-883
Persistent link: https://www.econbiz.de/10011779540
Saved in:
8
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
9
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
10
Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven
;
Quaiser, Benjamin
;
Wieseke, Jan
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
4
,
pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
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