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~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~isPartOf:"The service industries journal"
~subject:"Virales Marketing"
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Search: subject_exact:"Customer complaints"
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Virales Marketing
Beschwerdemanagement
102
Complaint management
102
Dienstleistungsqualität
78
Service quality
78
Customer satisfaction
65
Kundenzufriedenheit
65
Beziehungsmarketing
49
Relationship marketing
49
Consumer behaviour
38
Konsumentenverhalten
38
Customer service
24
Kundenservice
24
Service failure
21
Service recovery
18
Emotion
16
Gastronomie
12
Restaurant industry
12
Justice
10
USA
10
United States
10
Dienstleistungssektor
9
Gerechtigkeit
9
Service industry
9
Viral marketing
8
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service recovery performance
7
China
6
Mobile communications
6
Mobilkommunikation
6
Customer integration
5
Kundenintegration
5
Hospital
4
Krankenhaus
4
Satisfaction
4
South Korea
4
Südkorea
4
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Ali, Faizan
1
El-Manstrly, Dahlia
1
Guo, Xiaoshu
1
Hess, Ronald L. <Jr.>
1
Huang, Bo
1
Iglesias Argu͏̈elles, Víctor
1
Law, Chun Hung Roberts
1
Lee, Hyun-Woo
1
Liang, Sai
1
Line, Nathaniel D.
1
Matos, Celso Augusto de
1
Mattila, Anna S.
1
Nite, Calvin
1
Park, Sangchul
1
Philp, Matthew
1
Ring, Lawrence
1
Varela Neira, Concepción
1
Veiga, Ricardo Teixeira
1
Vieira, Valter Afonso
1
Vázquez Casielles, Rodolfo
1
Yang, Wan
1
Ye, Qiang
1
Zhang, Yan
1
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International journal of hospitality management
Service business
The service industries journal
Journal of business research : JBR
12
Journal of retailing and consumer services
8
Journal of hospitality marketing & management
7
International journal of contemporary hospitality management
4
European journal of marketing : EJM
3
Business horizons
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of service research : JSR
2
Journal of strategic marketing
2
Psychology & marketing
2
The journal of services marketing
2
Tourism management perspectives : TMP
2
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
Global business and finance review
1
Human systems management : HSM
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of advertising : the quarterly review of marketing communications
1
International journal of bank marketing
1
International journal of consumer studies
1
International journal of electronic commerce : IJEC
1
International journal of innovation science
1
International journal of market research : JMRS ; the journal of the Market Research Society
1
International journal of physical distribution and logistics management
1
International journal of production economics
1
International journal of quality and service sciences
1
International journal of services and operations management
1
International journal of services and standards
1
International journal of services, economics and management
1
International journal of sport management and marketing : IJSMM
1
International public management journal
1
Journal of business economics and management
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of internet commerce
1
Journal of management information systems : JMIS
1
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1
Underscoring trainer's lack of effort or talent in service failure of personal fitness training : customers' negative word-of-mouth response
Park, Sangchul
;
Lee, Hyun-Woo
;
Nite, Calvin
- In:
Service business
17
(
2023
)
4
,
pp. 1025-1050
Persistent link: https://www.econbiz.de/10014504697
Saved in:
2
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:
3
When AI-based services fail : examining the effect of the self-AI connection on willingness to share negative word-of-mouth after service failures
Huang, Bo
;
Philp, Matthew
- In:
The service industries journal
41
(
2021
)
13/14
,
pp. 877-899
Persistent link: https://www.econbiz.de/10012695297
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
Co-creation and service recovery process communication : effects on satisfaction, repurchase intentions, and word of mouth
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
Service business
11
(
2017
)
2
,
pp. 321-343
Persistent link: https://www.econbiz.de/10011732372
Saved in:
6
The influence of the source and valence of word-of-mouth information on post-failure and post-recovery evaluations
Hess, Ronald L. <Jr.>
;
Ring, Lawrence
- In:
Service business
10
(
2016
)
2
,
pp. 319-343
Persistent link: https://www.econbiz.de/10011722315
Saved in:
7
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
8
Behavioural responses to service encounter involving failure and recovery : the influence of contextual factors
Matos, Celso Augusto de
;
Vieira, Valter Afonso
;
Veiga, …
- In:
The service industries journal
32
(
2012
)
14
,
pp. 2203-2217
Persistent link: https://www.econbiz.de/10009620211
Saved in:
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