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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of the Academy of Marketing Science"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
41
Dienstleistungsqualität
32
Service quality
32
Customer satisfaction
25
Kundenzufriedenheit
25
Beziehungsmarketing
19
Relationship marketing
19
Consumer behaviour
17
Konsumentenverhalten
17
Service recovery
13
Customer service
9
Kundenservice
9
Service failure
9
Dienstleistungssektor
5
Emotion
5
Service industry
5
Viral marketing
5
Virales Marketing
5
Brand image
3
Brand management
3
China
3
Dienstleistungsmanagement
3
Gastgewerbe
3
Gastronomie
3
Hospitality industry
3
Hotel industry
3
Hotellerie
3
Internet marketing
3
Markenführung
3
Markenimage
3
Mobile communications
3
Mobilkommunikation
3
Online-Marketing
3
Restaurant industry
3
Service failures
3
Service management
3
Social Web
3
Social media
3
Social web
3
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41
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English
41
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Grégoire, Yany
4
Jang, Soocheong
2
Suri, Anshu
2
Sénécal, Sylvain
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Allen, Alexis M.
1
Alnawas, Ibrahim
1
Ashworth, Laurence
1
Astvansh, Vivek
1
Au, Norman
1
Baker, Thomas L.
1
Bilstein, Nicola
1
Bonifield, Carolyn
1
Borah, Sourav Bikash
1
Bradley, Graham L.
1
Brady, Michael K.
1
Chan, Kimmy Wa
1
Chi, Christina Geng-qing
1
Cobanoglu, Cihan
1
Cole, Catherine A.
1
Damavandi, Hoorsana
1
Darke, Peter R.
1
Do The Khoa
1
Ekiz, Erdogan H.
1
Falk, Tomas
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fong, Lawrence Hoc Nang
1
Foroudi, Pantea
1
Fu, Xiaoxiao
1
Fürst, Andreas
1
Gelbrich, Katja
1
Ghadami, Fateme
1
Gip, Huy
1
Gong, Jin-Hong
1
Grewal, Dhruv
1
Guan, Xin-Hua
1
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International journal of contemporary hospitality management
Journal of the Academy of Marketing Science
Journal of business research : JBR
72
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
28
Service business
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
Journal of service research
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
13
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
SpringerLink / Bücher
12
International journal of consumer studies
11
Journal of marketing management : MM
10
Journal of service theory and practice
10
International journal of quality and service sciences
9
Journal of service theory and practice : JSTP
9
Tourism management : research, policies, practice
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
Ilmenauer Schriften zur Betriebswirtschaftslehre
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Marketing intelligence & planning
8
Cogent business & management
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
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ECONIS (ZBW)
41
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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
Brand warmth elicits feedback, not complaints
Astvansh, Vivek
;
Suri, Anshu
;
Damavandi, Hoorsana
- In:
Journal of the Academy of Marketing Science
52
(
2024
)
4
,
pp. 1107-1129
Persistent link: https://www.econbiz.de/10015048132
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
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:
8
A systematic review of brand transgression, service failure recovery and product-harm crisis : integration and guiding insights
Khamitov, Mansur
;
Grégoire, Yany
;
Suri, Anshu
- In:
Journal of the Academy of Marketing Science
48
(
2020
)
3
,
pp. 519-542
Persistent link: https://www.econbiz.de/10012290970
Saved in:
9
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:
10
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:
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