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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer service"
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Search: subject_exact:"Customer complaints"
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Airbnb
China
Customer service
Beschwerdemanagement
66
Complaint management
66
Dienstleistungsqualität
54
Service quality
54
Customer satisfaction
38
Kundenzufriedenheit
38
Beziehungsmarketing
33
Relationship marketing
33
Consumer behaviour
30
Konsumentenverhalten
30
Kundenservice
19
Service failure
16
Service recovery
12
Emotion
11
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service industry
7
USA
7
United States
7
service recovery
6
Service recovery performance
5
Brand image
4
Gerechtigkeit
4
Justice
4
Markenimage
4
Mobile communications
4
Mobilkommunikation
4
Brand management
3
Cultural identity
3
Hospital
3
Krankenhaus
3
Kulturelle Identität
3
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17
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1
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Article
25
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25
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25
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English
25
Author
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Huey Chern Boo
2
MacQuilken, Lisa
2
Mattila, Anna S.
2
Taheri, Babak
2
Tsarenko, Yelena
2
Albrecht, Arne Keno
1
Andajigarmaroudi, Saeed
1
Beatty, Sharon E.
1
Bolton, Lisa E.
1
Butcher, Ken
1
Chen, Shan
1
Cheng, Simone
1
Choi, Sungwoo
1
Choi, Youngsoo
1
Gannon, Martin
1
Gelbrich, Katja
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guchait, Priyanko
1
Gäthke, Jana
1
Ho, Ting Hin
1
Hong, Zhisheng
1
Hsu, Cathy H. C.
1
Jahandideh, Behrouz
1
Joireman, Jeff
1
Karabas, Ismail
1
Khoo-Lattimore, Catheryn
1
Kim, Hyunsu
1
Kim, Shinhye
1
Lam, Terry
1
Lee, Lindsey
1
Lee, Yun Lok
1
Li, Mimi
1
Liao, Yingkai
1
Liu, Zhaoping
1
Lu, Lu
1
Madera, Juan M.
1
McDonald, Heath
1
Meng, Fang
1
Miao, Li
1
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Published in...
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International journal of hospitality management
Journal of service research
Journal of business research : JBR
20
The journal of services marketing
15
Journal of retailing and consumer services
12
Journal of service research : JSR
10
International journal of contemporary hospitality management
8
Journal of service theory and practice
7
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Services marketing quarterly
6
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of air transport management
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of the Academy of Marketing Science
4
Service business
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Journal of travel and tourism marketing
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Nankai business review international
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
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ECONIS (ZBW)
25
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1
A cross-national service strategy to manage product returns : e-tailers' return policies and the legitimating role of the institutional environment
Gäthke, Jana
;
Gelbrich, Katja
;
Chen, Shan
- In:
Journal of service research
25
(
2022
)
3
,
pp. 402-421
Persistent link: https://www.econbiz.de/10013395973
Saved in:
2
Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav
;
Tamaddoni, Ali
- In:
Journal of service research
23
(
2020
)
3
,
pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
Saved in:
3
Disentangling the dynamics of service failure and service recovery in peer-to-peer accommodations : a triadic perspective
Kim, Hyunsu
;
So, Kevin Kam Fung
;
Mihalik, Brian J.
- In:
International journal of hospitality management
100
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013266162
Saved in:
4
Investigating the effects of service recovery strategies on consumer forgiveness and post-trust in the food delivery sector
Gannon, Martin
;
Taheri, Babak
;
Rahimi, Roya
;
Okumus, …
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014227663
Saved in:
5
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:
6
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
7
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
8
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
9
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:
10
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:
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