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~isPartOf:"International journal of hospitality management"
~isPartOf:"The service industries journal"
~subject:"Dienstleistungsqualität"
~subject:"Restaurant industry"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Customer complaints"
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Dienstleistungsqualität
Restaurant industry
Beschwerdemanagement
83
Complaint management
83
Service quality
61
Customer satisfaction
48
Kundenzufriedenheit
48
Beziehungsmarketing
40
Relationship marketing
40
Consumer behaviour
29
Konsumentenverhalten
29
Customer service
21
Kundenservice
21
Service failure
18
Emotion
12
Gastronomie
12
Service recovery
12
USA
9
United States
9
Dienstleistungssektor
8
Service industry
8
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service recovery performance
6
China
5
Gerechtigkeit
5
Justice
5
Viral marketing
5
Virales Marketing
5
service recovery
5
Mobile communications
4
Mobilkommunikation
4
Social Web
4
Social web
4
Taiwan
4
Airbnb
3
Artificial intelligence
3
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Article
64
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Aufsatz in Zeitschrift
Article in journal
64
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English
64
Author
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Guchait, Priyanko
6
Jang, Soocheong
6
Mattila, Anna S.
4
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Lin, Wen-bao
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Wang, Xingyu
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Ashill, Nicholas
1
Assaf, A. Georges
1
Balaji, M. S.
1
Butcher, Ken
1
Cai, Liping A.
1
Canter, Deborah D.
1
Cantor, Victor John M.
1
Casado-Díaz, Ana B.
1
Chen, Hsi-Tien
1
Chen, Hsiangting Shatina
1
Chen, Kai
1
Cheng, Simone
1
Choi, Soo Keun
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
1
Dabholkar, Pratibha A.
1
Dawson, Mary
1
DiPietro, Robin B.
1
Edvardsson, Bo
1
El-Manstrly, Dahlia
1
Fan, Pan
1
Gannon, Martin
1
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International journal of hospitality management
The service industries journal
Journal of business research : JBR
47
Journal of retailing and consumer services
37
The journal of services marketing
32
Journal of hospitality marketing & management
26
Journal of service research : JSR
19
International journal of contemporary hospitality management
18
Service business
18
Journal of the Academy of Marketing Science
15
Journal of service research
14
Services marketing quarterly
11
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
European journal of marketing : EJM
9
Journal of air transport management
9
Journal of service theory and practice
9
International journal of quality and service sciences
8
Journal of service management
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Journal of travel and tourism marketing
7
Tourism management : research, policies, practice
7
Asia Pacific journal of marketing and logistics
6
Marketing intelligence & planning
6
Cogent business & management
5
International journal of business and economics
5
Journal of consumer behaviour : an international research review
5
Journal of consumer marketing
5
Journal of global marketing
5
Journal of marketing
5
Journal of retailing
5
Australasian marketing journal
4
Business horizons
4
Industrial marketing management : the international journal for industrial and high-tech firms
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
Journal of hospitality and tourism insights
4
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ECONIS (ZBW)
64
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64
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1
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:
2
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:
3
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:
4
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:
5
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:
6
Understanding the role of frontline employee felt obligation in services
Malhotra, Neeru
;
Ashill, Nicholas
;
Lages, Cristiana R.
; …
- In:
The service industries journal
42
(
2022
)
11/12
,
pp. 843-871
Persistent link: https://www.econbiz.de/10013362154
Saved in:
7
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:
8
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:
9
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:
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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