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~isPartOf:"International journal of hospitality management"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~subject:"Konsumentenverhalten"
~type_genre:"Article in journal"
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Search: subject_exact:"Reklamation"
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Konsumentenverhalten
Beschwerdemanagement
62
Complaint management
62
Dienstleistungsqualität
48
Service quality
48
Customer satisfaction
37
Kundenzufriedenheit
37
Beziehungsmarketing
29
Relationship marketing
29
Consumer behaviour
26
Customer service
16
Kundenservice
16
Service failure
16
Service recovery
12
Emotion
10
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service industry
7
USA
7
United States
7
China
5
Quality management
5
Qualitätsmanagement
5
Service recovery performance
5
Gerechtigkeit
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Hospital
4
Justice
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Krankenhaus
4
Airbnb
3
Customer integration
3
Kundenintegration
3
Mobile communications
3
Mobilkommunikation
3
Scenario analysis
3
Szenariotechnik
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26
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English
26
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Jang, Soocheong
3
Mattila, Anna S.
3
Huey Chern Boo
2
Miao, Li
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Bahar, Reyhan
1
Baker, Melissa A.
1
Cai, Liping A.
1
Casadesús, Martí
1
Chen, Kai
1
Cheng, Simone
1
Choi, Soo Keun
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
1
Dyussembayeva, Shynar
1
El-Manstrly, Dahlia
1
Fan, Alei
1
Fan, Pan
1
Golmohammadi, Alireza
1
Guchait, Priyanko
1
Ho, Ting Hin
1
Hsu, Cathy H. C.
1
Huang, Molly Chien-jung
1
Invernizzi, Anna Chiara
1
Jahandideh, Behrouz
1
Josiassen, Alexander
1
Khoo-Lattimore, Catheryn
1
Kilic, Recep
1
Kim, Heewon
1
Kim, Jong-hyeong
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Koc, Erdogan
1
Lam, Terry
1
Lee, Lindsey
1
Li, Chang-Jun
1
Li, Fuli
1
Li, Mimi
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International journal of hospitality management
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
Journal of business research : JBR
37
Journal of hospitality marketing & management
26
Journal of retailing and consumer services
21
The journal of services marketing
20
Journal of service research : JSR
14
European journal of marketing : EJM
13
Psychology & marketing
12
International journal of contemporary hospitality management
11
International journal of consumer studies
9
Service business
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of retailing
8
Journal of service management
8
Managing service quality : MSQ ; an international journal
8
Journal of marketing
7
Services marketing quarterly
7
Journal of service research
6
Business horizons
5
Journal of the Academy of Marketing Science
5
Marketing letters : a journal of research in marketing
5
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
5
The service industries journal
5
Cogent business & management
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of consumer behaviour : an international research review
4
Journal of consumer marketing
4
Journal of marketing management : MM
4
Journal of service theory and practice
4
Journal of service theory and practice : JSTP
4
Journal of strategic marketing
4
Journal of travel and tourism marketing
4
Marketing intelligence & planning
4
Asia-Pacific journal of business administration
3
International journal of electronic commerce : IJEC
3
International journal of production economics
3
Journal of air transport management
3
Journal of consumer research : JCR ; an interdisciplinary bimonthly
3
Journal of international consumer marketing
3
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ECONIS (ZBW)
26
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1
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:
2
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:
3
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:
4
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
Saved in:
5
Voicing out or switching away? : a psychological climate perspective on customers’ intentional responses to service failure
Li, Chang-Jun
;
Li, Fuli
;
Fan, Pan
;
Chen, Kai
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012241438
Saved in:
6
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
7
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu
;
Mody, Makarand Amrish
;
Andajigarmaroudi, Saeed
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Saved in:
8
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
9
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
10
It makes me feel vulnerable! : the impact of public self-disclosure on online complaint behavior
Dyussembayeva, Shynar
;
Viglia, Giampaolo
;
Nieto-Garcia, …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293835
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