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~isPartOf:"International journal of hospitality management"
~isPartOf:"The journal of services marketing"
~isPartOf:"The service industries journal"
~subject:"Restaurant industry"
~type_genre:"Aufsatz in Zeitschrift"
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Restaurant industry
Beschwerdemanagement
125
Complaint management
125
Dienstleistungsqualität
90
Service quality
90
Customer satisfaction
74
Kundenzufriedenheit
74
Beziehungsmarketing
58
Relationship marketing
58
Consumer behaviour
49
Konsumentenverhalten
49
Customer service
36
Kundenservice
36
Service failure
25
Service recovery
20
Emotion
16
USA
15
United States
15
Gastronomie
14
Dienstleistungssektor
12
Service industry
12
Hotel industry
9
Hotellerie
9
Gastgewerbe
8
Hospitality industry
8
Gerechtigkeit
7
Justice
7
Viral marketing
7
Virales Marketing
7
Mobile communications
6
Mobilkommunikation
6
Service recovery performance
6
Social Web
6
Social web
6
Taiwan
6
China
5
Scenario analysis
5
Selbstbedienung
5
Self-service
5
Service failures
5
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Article
14
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Aufsatz in Zeitschrift
Article in journal
14
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English
14
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Jang, Soocheong
4
MacQuilken, Lisa
2
Berenguer ContrÃ, Gloria
1
Canter, Deborah D.
1
Cheng, Simone
1
Choi, Soo Keun
1
Fuentes Blasco, MarÃa
1
Gil Saura, Irene
1
Ha, Jooyeon
1
Huey Chern Boo
1
Khoo-Lattimore, Catheryn
1
Kim, Jong-hyeong
1
Kim, Namwoon
1
Kim, Wansoo
1
Kwon, SoYeon
1
Lam, Terry
1
Lee, Jin-soon
1
Mattila, Anna S.
1
McDonald, Heath
1
Moliner Velázquez, Beatriz
1
Namkung, Young
1
Ok, Chihyung
1
Pan, Steve
1
Poh Theng Loo
1
Robertson, Nichola
1
Sharma, Piyush
1
Su, Ching-shu
1
Tam, Jackie L. M.
1
Tsai, Chen-tsang Simon
1
Tsai, Henry
1
Vocino, Andrea
1
Yang, Wan
1
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International journal of hospitality management
The journal of services marketing
The service industries journal
Journal of hospitality marketing & management
9
International journal of contemporary hospitality management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of travel and tourism marketing
2
Quality management journal : QMJ
2
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Journal of African business
1
Journal of business ethics : JOBE
1
Journal of hospitality and tourism insights
1
Managing service quality : MSQ ; an international journal
1
Services marketing quarterly
1
South Asian journal of marketing
1
The Cornell hospitality quarterly
1
Tourism and hospitality research : the surrey quarterly review
1
Tourism management : research, policies, practice
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ECONIS (ZBW)
14
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1
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:
2
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
3
Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits
Lee, Jin-soon
;
Pan, Steve
;
Tsai, Henry
- In:
International journal of hospitality management
32
(
2013
),
pp. 80-90
Persistent link: https://www.econbiz.de/10009717667
Saved in:
4
Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
5
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:
6
Moderating role of a priori customer-firm relationship in service recovery situations
Kim, Wansoo
;
Ok, Chihyung
;
Canter, Deborah D.
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 59-82
Persistent link: https://www.econbiz.de/10009427710
Saved in:
7
Intercultural service encounters (ICSE): an extended framework and empirical validation
Sharma, Piyush
;
Tam, Jackie L. M.
;
Kim, Namwoon
- In:
The journal of services marketing
26
(
2012
)
7
,
pp. 521-534
Persistent link: https://www.econbiz.de/10009672293
Saved in:
8
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
9
Customer complaints in restaurants : do they differ by service stages and loyalty levels?
Namkung, Young
;
Jang, Soocheong
;
Choi, Soo Keun
- In:
International journal of hospitality management
30
(
2011
)
3
,
pp. 495-502
Persistent link: https://www.econbiz.de/10009130594
Saved in:
10
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
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