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~isPartOf:"International journal of hospitality management"
~subject:"Airbnb"
~subject:"China"
~subject:"Relationship marketing"
~subject:"Tourismuswirtschaft"
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Airbnb
China
Relationship marketing
Tourismuswirtschaft
Beschwerdemanagement
55
Complaint management
55
Dienstleistungsqualität
44
Service quality
44
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
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
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Hospitality industry
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Hotel industry
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Hotellerie
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Service industry
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United States
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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
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Szenariotechnik
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Viral marketing
3
Virales Marketing
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34
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Jang, Soocheong
3
Mattila, Anna S.
3
Huey Chern Boo
2
Kim, Hyunsu
2
Meng, Fang
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Butcher, Ken
1
Cai, Ruiying
1
Chen, Kai
1
Cheng, Simone
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Choi, Chang Hwan
1
Choi, Youngsoo
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
1
DiPietro, Robin B.
1
Dyussembayeva, Shynar
1
Fan, Alei
1
Fan, Pan
1
Gao, Yixing
1
Geng, Ruoqi
1
Golmohammadi, Alireza
1
Guchait, Priyanko
1
Guo, Xiaoshu
1
Ha, Jooyeon
1
Ho, Ting Hin
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Hong, Zhisheng
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1
Jin, Dan
1
Josiassen, Alexander
1
Jung, Jae Min
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Karande, Kiran
1
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International journal of hospitality management
Journal of business research : JBR
40
Journal of retailing and consumer services
26
The journal of services marketing
20
Journal of hospitality marketing & management
15
The service industries journal
15
International journal of contemporary hospitality management
14
Journal of service research : JSR
12
Service business
11
Journal of service research
10
Services marketing quarterly
9
Journal of the Academy of Marketing Science
8
Journal of marketing
7
Marketing letters : a journal of research in marketing
7
Tourism management : research, policies, practice
7
Business horizons
6
International journal of production economics
6
Journal of retailing
6
Journal of travel and tourism marketing
6
Managing service quality : MSQ ; an international journal
6
Marketing intelligence & planning
6
Psychology & marketing
6
SpringerLink / Bücher
6
Cogent business & management
5
Journal of consumer marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of marketing management : MM
5
Journal of service management
5
Journal of service theory and practice
5
Asia-Pacific journal of business administration
4
European journal of marketing : EJM
4
International journal of business and economics
4
International journal of consumer studies
4
International journal of quality and service sciences
4
International journal of services and operations management
4
Journal of strategic marketing
4
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Working papers / Institut für Wirtschaftsinformatik der Universität Bern
4
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ECONIS (ZBW)
34
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1
Customers' intention to compliment and complain via AI-enabled platforms : a self-disclosure perspective
Cai, Ruiying
;
Wang, Yao-Chin
;
Sun, Jie
- In:
International journal of hospitality management
116
(
2024
),
pp. 1-12
Persistent link: https://www.econbiz.de/10014457799
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
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:
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
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:
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
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
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