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~isPartOf:"International journal of hospitality management"
~subject:"Airbnb"
~subject:"China"
~subject:"Krankenhaus"
~subject:"Service recovery"
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Airbnb
China
Krankenhaus
Service recovery
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
Customer service
14
Kundenservice
14
Emotion
10
Gastronomie
10
Restaurant industry
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Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
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Hotel industry
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Hotellerie
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USA
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United States
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Service recovery performance
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Gerechtigkeit
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Mobile communications
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Mobilkommunikation
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Scenario analysis
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Szenariotechnik
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Tourism industry
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Tourismuswirtschaft
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Viral marketing
3
Virales Marketing
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19
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Jang, Soocheong
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Mattila, Anna S.
2
So, Kevin Kam Fung
2
Taheri, Babak
2
Andajigarmaroudi, Saeed
1
Butcher, Ken
1
Cheng, Simone
1
Gannon, Martin
1
Gao, Yixing
1
Golmohammadi, Alireza
1
Guo, Xiaoshu
1
Hsu, Cathy H. C.
1
Huey Chern Boo
1
Hwang, Yoo Hee
1
Jahandideh, Behrouz
1
Joireman, Jeff
1
Karabas, Ismail
1
Kim, Shinhye
1
Lam, Terry
1
Law, Chun Hung Roberts
1
Lee, Yun Lok
1
Li, Mimi
1
Liang, Sai
1
Liao, Yingkai
1
Liu, Zhaoping
1
Lu, Lu
1
Manu C
1
Meng, Fang
1
Miao, Li
1
Mihalik, Brian J.
1
Mody, Makarand Amrish
1
Moon, Hyoungeun
1
Nguyen Thi Truong Sa
1
O'Gorman, Kevin D.
1
Okumus, Bendegul
1
Paul, Justin
1
Qiu, Shangzhi
1
Qomariyah, Alfiyatul
1
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International journal of hospitality management
Journal of business research : JBR
21
Journal of retailing and consumer services
16
International journal of contemporary hospitality management
11
The journal of services marketing
9
Service business
8
Journal of air transport management
6
Journal of service management
6
Marketing letters : a journal of research in marketing
6
Journal of service theory and practice : JSTP
5
Journal of the Academy of Marketing Science
5
International journal of quality and service sciences
4
Journal of consumer marketing
3
Journal of service theory and practice
3
Managing service quality : MSQ ; an international journal
3
Marketing intelligence & planning
3
Nankai business review international
3
Asia-Pacific journal of business administration
2
Australasian marketing journal
2
Business horizons
2
European journal of marketing : EJM
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of hospitality and tourism insights
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of service research : JSR
2
Krankenhausmanagement : Strategien, Konzepte, Methoden
2
Services marketing quarterly
2
The journal of consumer marketing
2
Tourism management : research, policies, practice
2
Tourism management perspectives : TMP
2
African journal of economic and management studies : AJEMS
1
Asia Pacific journal of marketing and logistics
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Central European business review : CEBR
1
China economic journal : the official journal of the China Center for Economic Research (CCER) at Peking University
1
Electronic markets : EM ; the international journal of electronic commerce and business media
1
European business review : EBR ; the official journal of the International Management Centres, Europe
1
Gesundheitsökonomie & Qualitätsmanagement : Klinik und Praxis, Wirtschaft und Politik ; offizielles Organ des Bundesverbandes Managed Care e.V. ; offizielles Organ der Deutschen Gesellschaft für Gesundheitsökonomie e.V.
1
Handbook on business information systems
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
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ECONIS (ZBW)
19
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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
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:
6
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:
7
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
8
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:
9
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:
10
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:
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