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~isPartOf:"International journal of hospitality management"
~subject:"Airbnb"
~subject:"China"
~subject:"Customer service"
~subject:"Szenariotechnik"
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Airbnb
China
Customer service
Szenariotechnik
Beschwerdemanagement
55
Complaint management
55
Dienstleistungsqualität
44
Service quality
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
7
Hotellerie
7
Service industry
7
USA
7
United States
7
Service recovery performance
5
Gerechtigkeit
4
Justice
4
Hospital
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Scenario analysis
3
Tourism industry
3
Tourismuswirtschaft
3
Viral marketing
3
Virales Marketing
3
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Aufsatz in Zeitschrift
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English
22
Author
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Huey Chern Boo
2
Jang, Soocheong
2
MacQuilken, Lisa
2
Sparks, Beverley
2
Taheri, Babak
2
Andajigarmaroudi, Saeed
1
Butcher, Ken
1
Cheng, Simone
1
Choi, Youngsoo
1
Gannon, Martin
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guchait, Priyanko
1
Ho, Ting Hin
1
Hong, Zhisheng
1
Hsu, Cathy H. C.
1
Jahandideh, Behrouz
1
Joireman, Jeff
1
Karabas, Ismail
1
Khoo-Lattimore, Catheryn
1
Kim, Hyunsu
1
Kim, Jong-hyeong
1
Kim, Shinhye
1
Kwon, SoYeon
1
Lam, Terry
1
Lee, Lindsey
1
Lee, Yun Lok
1
Li, Mimi
1
Liao, Yingkai
1
Liu, Zhaoping
1
Lu, Lu
1
Madera, Juan M.
1
Mattila, Anna S.
1
McDonald, Heath
1
Meng, Fang
1
Miao, Li
1
Mihalik, Brian J.
1
Mody, Makarand Amrish
1
Moon, Hyoungeun
1
Nguyen Thi Truong Sa
1
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Published in...
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International journal of hospitality management
Journal of business research : JBR
21
The journal of services marketing
17
Journal of retailing and consumer services
13
Journal of service research : JSR
10
International journal of contemporary hospitality management
8
Journal of service theory and practice
8
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Journal of service research
6
Managing service quality : MSQ ; an international journal
6
Services marketing quarterly
6
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Marketing letters : a journal of research in marketing
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of air transport management
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of the Academy of Marketing Science
4
Journal of travel and tourism marketing
4
Service business
4
Gabler Edition Wissenschaft
3
Ilmenauer Schriften zur Betriebswirtschaftslehre
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Nankai business review international
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
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ECONIS (ZBW)
22
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
9
Complaints and resolutions in a peer-to-peer business model
Moon, Hyoungeun
;
Wei, Wei
;
Miao, Li
- In:
International journal of hospitality management
81
(
2019
),
pp. 239-248
Persistent link: https://www.econbiz.de/10012128338
Saved in:
10
Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm
Karabas, Ismail
;
Joireman, Jeff
;
Kim, Shinhye
- In:
International journal of hospitality management
82
(
2019
),
pp. 91-100
Persistent link: https://www.econbiz.de/10012121396
Saved in:
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