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~isPartOf:"International journal of hospitality management"
~isPartOf:"The service industries journal"
~subject:"Restaurant industry"
~type_genre:"Aufsatz in Zeitschrift"
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Restaurant industry
Beschwerdemanagement
82
Complaint management
82
Dienstleistungsqualität
60
Service quality
60
Customer satisfaction
47
Kundenzufriedenheit
47
Beziehungsmarketing
39
Relationship marketing
39
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
Mobile communications
4
Mobilkommunikation
4
Taiwan
4
service recovery
4
Airbnb
3
Artificial intelligence
3
Corporate culture
3
Customer integration
3
Fuzzy sets
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Aufsatz in Zeitschrift
Article in journal
12
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English
12
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Jang, Soocheong
4
MacQuilken, Lisa
2
Canter, Deborah D.
1
Cheng, Simone
1
Choi, Soo Keun
1
Ha, Jooyeon
1
Huey Chern Boo
1
Khoo-Lattimore, Catheryn
1
Kim, Jong-hyeong
1
Kim, Wansoo
1
Kwon, SoYeon
1
Lam, Terry
1
Lee, Jin-soon
1
Mattila, Anna S.
1
McDonald, Heath
1
Namkung, Young
1
Ok, Chihyung
1
Pan, Steve
1
Poh Theng Loo
1
Robertson, Nichola
1
Su, Ching-shu
1
Tsai, Chen-tsang Simon
1
Tsai, Henry
1
Vocino, Andrea
1
Yang, Wan
1
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Published in...
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International journal of hospitality management
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
The journal of services marketing
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
1
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ECONIS (ZBW)
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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
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:
8
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:
9
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:
10
Perceived justice in service recovery and behavioral intentions : the role of relationship quality
Ha, Jooyeon
;
Jang, Soocheong
- In:
International journal of hospitality management
28
(
2009
)
3
,
pp. 319-327
Persistent link: https://www.econbiz.de/10003855714
Saved in:
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