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~isPartOf:"International journal of hospitality management"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer service"
~subject:"Service quality"
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Airbnb
China
Customer service
Service quality
Beschwerdemanagement
55
Complaint management
55
Dienstleistungsqualität
44
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
25
Relationship marketing
25
Consumer behaviour
24
Konsumentenverhalten
24
Service failure
16
Kundenservice
14
Service recovery
12
Emotion
10
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
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Hotellerie
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Service industry
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USA
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United States
7
Service recovery performance
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Gerechtigkeit
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Krankenhaus
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Mobile communications
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Mobilkommunikation
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Scenario analysis
3
Szenariotechnik
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Tourism industry
3
Tourismuswirtschaft
3
Viral marketing
3
Virales Marketing
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49
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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
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Meng, Fang
2
Miao, Li
2
Ro, Heejung
2
So, Kevin Kam Fung
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Butcher, Ken
1
Cai, Liping A.
1
Chen, Kai
1
Cheng, Simone
1
Choi, Soo Keun
1
Choi, Youngsoo
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
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Dawson, Mary
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DiPietro, Robin B.
1
El-Manstrly, Dahlia
1
Fan, Pan
1
Gannon, Martin
1
Gao, Yixing
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guo, Xiaoshu
1
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Published in...
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International journal of hospitality management
Journal of business research : JBR
47
Journal of retailing and consumer services
37
The journal of services marketing
31
Journal of hospitality marketing & management
24
Journal of service research : JSR
21
The service industries journal
20
Service business
19
International journal of contemporary hospitality management
18
Journal of the Academy of Marketing Science
15
Psychology & marketing
12
Services marketing quarterly
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
11
Journal of service research
11
European journal of marketing : EJM
10
Journal of retailing
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Journal of air transport management
9
Journal of service management
9
International journal of quality and service sciences
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
7
Journal of travel and tourism marketing
7
Asia Pacific journal of marketing and logistics
6
Journal of consumer behaviour : an international research review
6
Business horizons
5
International journal of business and economics
5
Journal of consumer marketing
5
Journal of marketing
5
Marketing intelligence & planning
5
Tourism management : research, policies, practice
5
Australasian marketing journal
4
Cogent business & management
4
Gabler Edition Wissenschaft
4
Industrial marketing management : the international journal for industrial and high-tech firms
4
International journal of consumer studies
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of production economics
4
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ECONIS (ZBW)
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1
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:
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
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:
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
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:
6
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:
7
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:
8
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:
9
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:
10
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:
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