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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Tourism management : research, policies, practice"
~subject:"Complaint management"
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Search: subject_exact:"Customer complaints"
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Complaint management
Beschwerdemanagement
29
Dienstleistungsqualität
23
Service quality
23
Customer satisfaction
19
Kundenzufriedenheit
19
Beziehungsmarketing
18
Relationship marketing
18
Consumer behaviour
15
Konsumentenverhalten
15
Service recovery
11
Customer service
7
Kundenservice
7
Viral marketing
6
Virales Marketing
6
Emotion
5
Hotel industry
5
Hotellerie
5
Service failure
5
Social Web
5
Social web
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Gastgewerbe
4
Gastronomie
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Hospitality industry
4
Restaurant industry
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Social media
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Tourism industry
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Tourismuswirtschaft
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China
3
Internet marketing
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Mobile communications
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Mobilkommunikation
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Online-Marketing
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Service failures
3
Airline
2
Arbeitszufriedenheit
2
Comparison
2
Compensation
2
Dienstleistungsmanagement
2
Fluggesellschaft
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English
29
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Jang, Soocheong
2
Weber, Karin
2
Abu Farha, Allam K.
1
Aguilar-Rojas, Oscar
1
Akarsu, Tugra Nazlil
1
Al Khateeb, Amr
1
Alnawas, Ibrahim
1
Au, Norman
1
Bose, Indranil
1
Boukis, Achilleas
1
Bradley, Graham L.
1
Cai, Ruiying
1
Chang, Wen
1
Chi, Christina Geng-qing
1
Cobanoglu, Cihan
1
Dibb, Sally
1
Do The Khoa
1
Dolan, Rebecca
1
Ekiz, Erdogan H.
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fong, Lawrence Hoc Nang
1
Foroudi, Pantea
1
Fu, Xiaoxiao
1
Gao, Baojun
1
Gip, Huy
1
Gong, Jin-Hong
1
Guan, Xin-Hua
1
Guchait, Priyanko
1
Hanks, Lydia
1
Harris, Lloyd C.
1
Hou, Yuansi
1
Hsu, Cathy H. C.
1
Hu, Nan
1
Huang, Yinghua
1
Huang, Zhuowei
1
Høgevold, Nils
1
Jayawardhena, Chanaka
1
Karatepe, Osman M.
1
Kemper, Joya
1
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International journal of contemporary hospitality management
Tourism management : research, policies, practice
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
Journal of the Academy of Marketing Science
21
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
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)
29
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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
"Give me an upgrade or I will give you a bad review!" : investigating customer threats in the hospitality industry
Boukis, Achilleas
;
Harris, Lloyd C.
;
Koritos, Christos D.
- In:
Tourism management : research, policies, practice
104
(
2024
),
pp. 1-11
Persistent link: https://www.econbiz.de/10015052203
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
Relationship quality matters : how restaurant businesses can optimize complaint management
Meyer-Waarden, Lars
;
Sabadie, William
- In:
Tourism management : research, policies, practice
96
(
2023
),
pp. 1-18
Persistent link: https://www.econbiz.de/10013555019
Saved in:
8
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:
9
Too generous to be fair? : experiments on the interplay of what, when, and how in data breach recovery of the hotel industry
Wang, Xuhui
;
Wang, Xuequn
;
Liu, Zilong
;
Chang, Wen
; …
- In:
Tourism management : research, policies, practice
88
(
2022
),
pp. 1-16
Persistent link: https://www.econbiz.de/10013194345
Saved in:
10
How do customers navigate perceived inappropriateness of collective emotion in group service recovery? : an application of cognitive dissonance theory
Xu, Xing'an
;
Liu, Juan
;
Cai, Ruiying
- In:
Tourism management : research, policies, practice
93
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013366129
Saved in:
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