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~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~subject:"Customer satisfaction"
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Search: subject_exact:"Customer complaints"
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Customer satisfaction
Beschwerdemanagement
75
Complaint management
75
Dienstleistungsqualität
62
Service quality
62
Kundenzufriedenheit
51
Beziehungsmarketing
35
Relationship marketing
35
Consumer behaviour
33
Konsumentenverhalten
33
Service failure
19
Service recovery
18
Customer service
17
Kundenservice
17
Emotion
14
Gastronomie
10
Restaurant industry
10
Justice
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Dienstleistungssektor
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Gerechtigkeit
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Gastgewerbe
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Hospitality industry
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Hotel industry
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China
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Service recovery performance
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Viral marketing
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Virales Marketing
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Mobile communications
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Mobilkommunikation
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Customer integration
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Hospital
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Krankenhaus
4
Kundenintegration
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Satisfaction
4
South Korea
4
Südkorea
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51
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Guchait, Priyanko
6
Jang, Soocheong
4
Mattila, Anna S.
3
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Madera, Juan M.
2
Melero-Polo, Iguácel
2
So, Kevin Kam Fung
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Sreejesh, S.
2
Wang, Xingyu
2
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Bali, Zsofia
1
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1
Cambra-Fierro, Jesús
1
Chen, WeiWei
1
Cheung, Fung Yi Millissa
1
Costers, Annelies
1
Cvelbar, Ljubica Knežević
1
Davoud Nikbin
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Dawson, Mary
1
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Fang, Yu-Hui
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Gannon, Martin
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Guo, Xiaoshu
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Hess, Ronald L. <Jr.>
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1
Ishak Ismail
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Jeon, Aeeun
1
Joireman, Jeff
1
Josiassen, Alexander
1
Jung, Jae Min
1
Karabas, Ismail
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International journal of hospitality management
Service business
Journal of business research : JBR
45
Journal of retailing and consumer services
33
The journal of services marketing
27
Journal of hospitality marketing & management
20
Journal of service research : JSR
15
International journal of contemporary hospitality management
14
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
51
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1
Can robots recover a service using interactional justice as employees do? : a literature review-based assessment
Lajante, Mathieu
;
Remisch, David
;
Dorofeev, Nikita
- In:
Service business
17
(
2023
)
1
,
pp. 315-357
Persistent link: https://www.econbiz.de/10014282973
Saved in:
2
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:
3
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:
4
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:
5
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:
6
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:
7
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
Saved in:
8
Managing customers' undesirable responses towards hospitality service brands during service failure : the moderating role of other customer perception
Sarkar, Abhigyan
;
Sarkar, Juhi Gahlot
;
Sreejesh, S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012495095
Saved in:
9
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:
10
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
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