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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of Asian finance, economics and business : JAFEB"
~subject:"Emotion"
~subject:"Viral marketing"
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Emotion
Viral marketing
Beschwerdemanagement
58
Complaint management
58
Dienstleistungsqualität
47
Service quality
47
Customer satisfaction
35
Kundenzufriedenheit
35
Beziehungsmarketing
26
Consumer behaviour
26
Konsumentenverhalten
26
Relationship marketing
26
Service failure
16
Customer service
15
Kundenservice
15
Service recovery
12
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service industry
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USA
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United States
7
China
5
Gerechtigkeit
5
Justice
5
Mobile communications
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Mobilkommunikation
5
Service recovery performance
5
Airbnb
3
Complaints
3
Hospital
3
Krankenhaus
3
Scenario analysis
3
Szenariotechnik
3
Tourism industry
3
Tourismuswirtschaft
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15
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Guchait, Priyanko
3
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Mattila, Anna S.
2
Ali, Faizan
1
Badawi, Badawi
1
Canh Chi Hoang
1
Choi, Chang Hwan
1
El-Manstrly, Dahlia
1
Geng, Ruoqi
1
Guo, Xiaoshu
1
Hartati, Wiwi
1
Hong, Zhisheng
1
Huey Chern Boo
1
Jang, Soocheong
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Jong-hyeong
1
Kim, Taegoo
1
Lai, Pei-Chun
1
Law, Chun Hung Roberts
1
Lee, Gyehee
1
Lee, Seung-kon
1
Liang, Sai
1
Line, Nathaniel D.
1
Min, Hyounae
1
Muslichah, Istyakara
1
Pasamehmetoglu, Aysin
1
Poh Theng Loo
1
Sann, Raksmey
1
Song, Wenhao
1
Wang, Wangshuai
1
Wang, Xingyu
1
Yang, Wan
1
Ye, Qiang
1
Zhang, Mo
1
Zhang, Yan
1
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International journal of hospitality management
Journal of Asian finance, economics and business : JAFEB
Journal of business research : JBR
21
Journal of retailing and consumer services
12
Journal of hospitality marketing & management
9
Journal of service research : JSR
8
International journal of contemporary hospitality management
7
Service business
7
European journal of marketing : EJM
6
Psychology & marketing
6
The journal of services marketing
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
The service industries journal
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 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 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 the Academy of Marketing Science
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
Tourism management : research, policies, practice
2
Vision : the journal of business perspective
2
Academy of Management journal : AMJ
1
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Cogent business & management
1
Consumer behavior review : CBR
1
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ECONIS (ZBW)
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1
Service recovery process : the effects of distributive and informational justice on satisfaction over complaint handling
Badawi, Badawi
;
Hartati, Wiwi
;
Muslichah, Istyakara
- In:
Journal of Asian finance, economics and business : JAFEB
8
(
2021
)
1
,
pp. 375-383
Persistent link: https://www.econbiz.de/10012692343
Saved in:
2
Negative emotions and coping behaviors of passenger in the airline industry, Vietnam
Canh Chi Hoang
- In:
Journal of Asian finance, economics and business : JAFEB
7
(
2020
)
10
,
pp. 865-874
Persistent link: https://www.econbiz.de/10012671495
Saved in:
3
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:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
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