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~isPartOf:"International journal of contemporary hospitality management"
~subject:"Customer satisfaction"
~subject:"Verbraucherverhalten"
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Customer satisfaction
Verbraucherverhalten
Customer service
23
Kundenservice
23
Dienstleistungsqualität
20
Service quality
20
Consumer behaviour
18
Konsumentenverhalten
18
Kundenzufriedenheit
14
Beziehungsmarketing
10
Relationship marketing
10
Emotion
8
Hotel industry
6
Hotellerie
6
Beschwerdemanagement
5
Complaint management
5
Gastronomie
5
Hospital
5
Krankenhaus
5
Restaurant industry
5
Tourism employees
5
Tourismusberufe
5
Arbeitsverhalten
4
Dienstleistungssektor
4
Proactive customer service performance
4
Service industry
4
Service recovery
4
Work behaviour
4
Emotional exhaustion
3
Gastgewerbe
3
Hospitality industry
3
Performance measurement
3
Performance-Messung
3
Salespeople
3
Stress
3
Verkaufspersonal
3
Work stress
3
Airline
2
Arbeitszufriedenheit
2
China
2
Consumer behavior
2
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14
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14
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14
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English
14
Author
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Aguilar-Rojas, Oscar
1
Anaya, Gerardo Joel
1
Bennett, Keri
1
Cai, Ruiying
1
Chang, Feng-hsiang
1
Chen, Kaung-hwa
1
Choi, Laee
1
Fandos-Herrera, Carmina
1
Flavián Blanco, Carlos
1
Fong, Lawrence Hoc Nang
1
Fu, Xiaoxiao
1
Gursoy, Dogan
1
Han, Heesup
1
Hon, Alice H. Y.
1
Huang, Zhuowei
1
Hwang, Jinsoo
1
Hwang, Joyce Hyunjoo
1
Hyun, Sunghyup Sean
1
Høgevold, Nils
1
Jang, Soocheong
1
Jeon, Sang Mi
1
Kalargyrou, Valentini
1
Kim, Insin
1
Kim, Jong-Hyeong
1
Kim, Mi Ran
1
Kim, Soyeon
1
Kuo, Pei-Jou
1
Lai, John
1
Lee, Hye Eun
1
Lui, Steven S.
1
Magnini, Vincent P.
1
Miao, Li
1
Otero-Neira, Carmen
1
Padin, Carmen
1
So, Amy Siu Ian
1
Svensson, Göran
1
Tai, Yang-Fei
1
Tang, Xiangjie
1
Wang, Jen Chun
1
Wang, Yi-Chieh
1
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International journal of contemporary hospitality management
Journal of retailing and consumer services
58
International journal of hospitality management
47
The journal of services marketing
47
Journal of business research : JBR
44
Journal of service research
19
Journal of service research : JSR
19
The service industries journal
17
Journal of hospitality marketing & management
16
Psychology & marketing
14
Journal of service theory and practice
13
Journal of service management
12
SpringerLink / Bücher
12
Cogent business & management
11
Journal of retailing
11
Research
11
Service business
11
Services marketing quarterly
11
The TQM journal : the international review of organizational improvement
10
Journal of service theory and practice : JSTP
9
International journal of business and economics
8
International journal of services, economics and management
8
Journal of air transport management
8
Journal of internet commerce
8
Managing service quality : MSQ ; an international journal
8
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
8
European journal of marketing
7
International journal of consumer studies
7
International journal of services and operations management
7
Journal of the Academy of Marketing Science
7
Marketing letters : a journal of research in marketing
7
Springer eBook Collection
7
Australasian marketing journal
6
European journal of marketing : EJM
6
Gabler Edition Wissenschaft
6
International journal of business information systems : IJBIS
6
International journal of electronic marketing and retailing : IJEMR
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
International journal of production economics
6
International journal of quality and service sciences
6
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ECONIS (ZBW)
14
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14
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date (oldest first)
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
"Going the extra mile" : an integrative model of customer delight
Kim, Soyeon
;
Kim, Mi Ran
;
Choi, Laee
- In:
International journal of contemporary hospitality management
36
(
2024
)
4
,
pp. 1193-1212
Persistent link: https://www.econbiz.de/10014483819
Saved in:
3
Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan
;
Cai, Ruiying
;
Anaya, Gerardo Joel
- In:
International journal of contemporary hospitality management
29
(
2017
)
9
,
pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812
Saved in:
4
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
5
Systematic review of the elements and service standards of delightful service
Wang, Jen Chun
;
Wang, Yi-Chieh
;
Tai, Yang-Fei
- In:
International journal of contemporary hospitality management
28
(
2016
)
7
,
pp. 1310-1337
Persistent link: https://www.econbiz.de/10011596010
Saved in:
6
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:
7
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:
8
Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)
Han, Heesup
;
Hwang, Jinsoo
- In:
International journal of contemporary hospitality management
27
(
2015
)
4
,
pp. 585-607
Persistent link: https://www.econbiz.de/10011326581
Saved in:
9
Understanding culture on the effectiveness of restaurant servers' check-back style
Lee, Hye Eun
;
Hwang, Joyce Hyunjoo
;
Bennett, Keri
- In:
International journal of contemporary hospitality management
27
(
2015
)
8
,
pp. 1905-1926
Persistent link: https://www.econbiz.de/10011447588
Saved in:
10
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:
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