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~isPartOf:"International journal of hospitality management"
~isPartOf:"International journal of innovation science"
~subject:"Emotion"
~subject:"Hotellerie"
~subject:"Virales Marketing"
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Search: subject_exact:"Customer complaints"
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Emotion
Hotellerie
Virales Marketing
Beschwerdemanagement
56
Complaint management
56
Dienstleistungsqualität
44
Service quality
44
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
26
Relationship marketing
26
Consumer behaviour
24
Konsumentenverhalten
24
Service failure
16
Customer service
14
Kundenservice
14
Service recovery
12
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Service industry
7
USA
7
United States
7
China
5
Service recovery performance
5
Gerechtigkeit
4
Justice
4
Viral marketing
4
Airbnb
3
Hospital
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Scenario analysis
3
Szenariotechnik
3
Tourism industry
3
Tourismuswirtschaft
3
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English
20
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Guchait, Priyanko
3
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Mattila, Anna S.
2
Agnihotri, Durgesh
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Baker, Melissa A.
1
Choi, Chang Hwan
1
Cvelbar, Ljubica Knežević
1
El-Manstrly, Dahlia
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guo, Xiaoshu
1
Hong, Zhisheng
1
Huey Chern Boo
1
Jahandideh, Behrouz
1
Jang, Soocheong
1
Josiassen, Alexander
1
Jung, Jae Min
1
Karande, Kiran
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Jong-hyeong
1
Kim, Taegoo
1
Kulshreshtha, Kushagra
1
Lai, Pei-Chun
1
Law, Chun Hung Roberts
1
Lee, Gyehee
1
Lee, Seung-kon
1
Liang, Sai
1
Line, Nathaniel D.
1
Lu, Lu
1
Meng, Fang
1
Min, Hyounae
1
Min, Kyeong Sam
1
Mody, Makarand Amrish
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International journal of hospitality management
International journal of innovation science
Journal of business research : JBR
21
Journal of hospitality marketing & management
13
Journal of retailing and consumer services
12
International journal of contemporary hospitality management
10
Journal of service research : JSR
8
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Service business
7
The journal of services marketing
7
European journal of marketing : EJM
6
Psychology & marketing
6
The service industries journal
4
Tourism management : research, policies, practice
4
International journal of quality and service sciences
3
Journal of strategic marketing
3
Tourism management perspectives : TMP
3
Business horizons
2
International journal of services and operations management
2
Journal of Asian finance, economics and business : JAFEB
2
Journal of business ethics : JOBE
2
Journal of consumer behaviour : an international research review
2
Journal of consumer marketing
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of global marketing
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of retailing
2
Journal of service management
2
Journal of service theory and practice
2
Journal of the Academy of Marketing Science
2
Journal of travel and tourism marketing
2
Journal of vacation marketing : an international journal
2
Marketing letters : a journal of research in marketing
2
Public performance & management review
2
Services marketing quarterly
2
The journal of consumer marketing
2
Vision : the journal of business perspective
2
Academy of Management journal : AMJ
1
Administrative Sciences : open access journal
1
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
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ECONIS (ZBW)
20
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1
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
2
Emergence of social media as new normal during COVID-19 pandemic : a study on innovative complaint handling procedures in the context of banking industry
Agnihotri, Durgesh
;
Kulshreshtha, Kushagra
;
Tripathi, Vikas
- In:
International journal of innovation science
14
(
2022
)
3/4
,
pp. 405-427
Persistent link: https://www.econbiz.de/10013375150
Saved in:
3
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
4
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
5
Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
Saved in:
6
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
7
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
8
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
9
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
10
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
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