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~isPartOf:"International journal of hospitality management"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer satisfaction"
~subject:"Krankenhaus"
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Airbnb
China
Customer satisfaction
Krankenhaus
Beschwerdemanagement
55
Complaint management
55
Dienstleistungsqualität
44
Service quality
44
Kundenzufriedenheit
33
Beziehungsmarketing
25
Relationship marketing
25
Consumer behaviour
24
Konsumentenverhalten
24
Service failure
16
Customer service
14
Kundenservice
14
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
Service recovery performance
5
Gerechtigkeit
4
Justice
4
Hospital
3
Mobile communications
3
Mobilkommunikation
3
Scenario analysis
3
Szenariotechnik
3
Tourism industry
3
Tourismuswirtschaft
3
Viral marketing
3
Virales Marketing
3
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37
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37
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English
37
Author
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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
So, Kevin Kam Fung
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Butcher, Ken
1
Cheng, Simone
1
Cvelbar, Ljubica Knežević
1
Dawson, Mary
1
Gannon, Martin
1
Gao, Yixing
1
Golmohammadi, Alireza
1
Guo, Xiaoshu
1
Ha, Jooyeon
1
Ho, Ting Hin
1
Hsu, Cathy H. C.
1
Hwang, Yoo Hee
1
Jahandideh, Behrouz
1
Joireman, Jeff
1
Josiassen, Alexander
1
Jung, Jae Min
1
Karabas, Ismail
1
Khoo-Lattimore, Catheryn
1
Kim, Heewon
1
Kim, Hyun Jeong
1
Kim, Kyungmin
1
Kim, Shinhye
1
Lai, Pei-Chun
1
Lam, Terry
1
Law, Chun Hung Roberts
1
Lee, Jin-soon
1
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Published in...
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International journal of hospitality management
Journal of business research : JBR
46
Journal of retailing and consumer services
33
The journal of services marketing
28
Journal of hospitality marketing & management
20
Service business
19
International journal of contemporary hospitality management
16
Journal of service research : JSR
16
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
Journal of air transport management
9
Psychology & marketing
9
Services marketing quarterly
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of service theory and practice
8
International journal of quality and service sciences
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)
37
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
Listen to their heart : why does active listening enhance customer satisfaction after a service failure?
Min, Kyeong Sam
;
Jung, Jae Min
;
Ryu, Kisang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012585697
Saved in:
9
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
10
When more pain is better : role of need for uniqueness in service evaluations of observable service recovery
Sharifi, Seyed Shahin
- In:
International journal of hospitality management
85
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241354
Saved in:
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