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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The service industries journal"
~subject:"Beschwerdemanagement"
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Search: subject_exact:"Customer complaints"
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Beschwerdemanagement
Complaint management
145
Dienstleistungsqualität
104
Service quality
104
Customer satisfaction
83
Kundenzufriedenheit
83
Consumer behaviour
69
Konsumentenverhalten
69
Beziehungsmarketing
64
Relationship marketing
64
Customer service
34
Kundenservice
34
Emotion
22
service recovery
22
Gastronomie
21
Restaurant industry
21
Service failure
21
service failure
21
Hotel industry
15
Hotellerie
15
USA
15
United States
15
Viral marketing
14
Virales Marketing
14
Dienstleistungssektor
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Service industry
13
Service recovery
13
Gastgewerbe
9
Hospitality industry
9
Social Web
9
Social web
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Gerechtigkeit
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Justice
8
Mobile communications
8
Mobilkommunikation
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China
7
Internet marketing
6
Online retailing
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Online-Handel
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Online-Marketing
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English
145
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Mattila, Anna S.
8
Jang, Soocheong
7
Guchait, Priyanko
6
Sparks, Beverley
4
Tsarenko, Yelena
4
Cai, Ruiying
3
Gelbrich, Katja
3
Huey Chern Boo
3
Lin, Wen-bao
3
MacQuilken, Lisa
3
Miao, Li
3
Ro, Heejung
3
Robertson, Nichola
3
Sreejesh, S.
3
Baker, Melissa A.
2
Brady, Michael K.
2
Butcher, Ken
2
Chuang, Shih-chieh
2
Fan, Alei
2
Hwang, Yoo Hee
2
Khoo-Lattimore, Catheryn
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Kim, Kyungmin
2
Koc, Erdogan
2
Lages, Cristiana R.
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Malhotra, Neeru
2
McColl-Kennedy, Janet R.
2
Meng, Fang
2
Patterson, Paul G.
2
Poh Theng Loo
2
Roschk, Holger
2
Sharifi, Seyed Shahin
2
So, Kevin Kam Fung
2
Taheri, Babak
2
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International journal of hospitality management
Journal of hospitality marketing & management
Journal of service research : JSR
The service industries journal
Journal of business research : JBR
72
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of the Academy of Marketing Science
21
International journal of contemporary hospitality management
20
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)
145
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145
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1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
Saved in:
3
How do consumer-to-consumer interactions affect bystanders on corporate social media (CSM)? : (in)civility in advocates' responses and complainant-bystander psychological distance
Huang, Ran
;
Ha, Sejin
- In:
The service industries journal
44
(
2024
)
11/12
,
pp. 789-812
Persistent link: https://www.econbiz.de/10015050128
Saved in:
4
What consumer complaints should hoteliers prioritize? : analysis of online reviews under different market segments
Wu, Jie
;
Zhao, Narisa
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 1-28
Persistent link: https://www.econbiz.de/10013545795
Saved in:
5
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
6
The evolution of service failure and recovery research in hospitality and tourism : an integrative review and future research directions
Kim, Hyunsu
;
So, Kevin Kam Fung
- In:
International journal of hospitality management
111
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014310875
Saved in:
7
An interactive service recovery framework combining demand and supply approaches
Jin, Dan
;
DiPietro, Robin B.
;
Kim, Kawon Kathy
;
Meng, Fang
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-17
Persistent link: https://www.econbiz.de/10014282502
Saved in:
8
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
9
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:
10
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
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