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~isPartOf:"International journal of hospitality management"
~subject:"Beschwerdemanagement"
~subject:"Customer service"
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Search: subject_exact:"Emotionality"
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Beschwerdemanagement
Customer service
Emotion
172
Consumer behaviour
78
Konsumentenverhalten
78
Customer satisfaction
51
Dienstleistungsqualität
51
Kundenzufriedenheit
51
Service quality
51
Hotel industry
50
Hotellerie
50
Gastronomie
39
Restaurant industry
39
Beziehungsmarketing
36
Relationship marketing
36
Arbeitszufriedenheit
29
Job satisfaction
29
Arbeitsverhalten
26
Work behaviour
26
Tourism employees
24
Tourismusberufe
24
Stress
20
Work stress
20
Emotional labor
19
Hospitality industry
17
Emotions
15
Gastgewerbe
15
Kundenservice
14
Organizational behaviour
14
Verhalten in Organisationen
14
Brand management
13
Hospital
13
Krankenhaus
13
Markenführung
13
Personality psychology
12
Persönlichkeitspsychologie
12
Arbeitspsychologie
11
Organizational psychology
11
Satisfaction
11
Complaint management
10
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English
21
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Guchait, Priyanko
3
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Torres, Edwin N.
2
Aattila, Anna S.
1
Babalola, Mayowa T.
1
Chang, Kuo-Chien
1
Chen, Po-Ju
1
Cheng, Bao
1
Cheng, Tan
1
Choi, Chang Hwan
1
Fu, Xiaoxiao
1
Garba, Omale A.
1
Geng, Ruoqi
1
Guo, Liang
1
Guo, Yulang
1
Hong, Zhisheng
1
Hua, Nan
1
Huey Chern Boo
1
Jang, Soocheong
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Jong-hyeong
1
Kim, Taegoo
1
Kobinah, Thomas
1
Lai, Pei-Chun
1
Lau, Virginia Meng-Chan
1
Lee, Gyehee
1
Lee, Seung-kon
1
Lehto, Xinran Y.
1
Li, Shanshi
1
Mattila, Anna S.
1
Medler-Liraz, Hana
1
Miao, Li
1
Min, Hyounae
1
Pasamehmetoglu, Aysin
1
Pizam, Abraham
1
Poh Theng Loo
1
Qu, Yuanmei Elly
1
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International journal of hospitality management
Journal of retailing and consumer services
15
Journal of business research : JBR
14
The journal of services marketing
13
Journal of service research : JSR
10
International journal of contemporary hospitality management
9
Psychology & marketing
8
Journal of hospitality marketing & management
6
Journal of service theory and practice : JSTP
6
Academy of Management journal : AMJ
5
European journal of marketing : EJM
5
Journal of service management
5
Journal of service research
5
Service business
5
International journal of quality and service sciences
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Tourism management perspectives : TMP
4
Personnel psychology : a journal of applied research
3
The Cornell hospitality quarterly
3
The service industries journal
3
Industrial marketing management : the international journal for industrial and high-tech firms
2
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
2
Interaktionen im Dienstleistungsbereich
2
Journal of Asian finance, economics and business : JAFEB
2
Journal of business ethics : JOBE
2
Journal of consumer behaviour : an international research review
2
Journal of consumer marketing
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of management : JOM
2
Journal of marketing
2
Journal of retailing
2
Journal of service theory and practice
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology
2
Services marketing quarterly
2
The journal of consumer marketing
2
Tourism management : research, policies, practice
2
Vision : the journal of business perspective
2
A Research Agenda for Service Marketing
1
Administrative Sciences : open access journal
1
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ECONIS (ZBW)
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1
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:
2
Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi
;
Zhan, Jueying
;
Cheng, Bao
;
Scott, Noel
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
Saved in:
3
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
4
Does a leader's "partiality" affect employees' proactivity in the hospitality industry? : a cross-level analysis
Cheng, Tan
;
Zhang, Pan
;
Guo, Yulang
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012300146
Saved in:
5
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
6
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:
7
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
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
When service failure is interpreted as discrimination : emotion, power, and voice
Min, Hyounae
;
Kim, Hyun Jeong
- In:
International journal of hospitality management
82
(
2019
),
pp. 59-67
Persistent link: https://www.econbiz.de/10012121393
Saved in:
10
Job crafting and customer service behaviors in the hospitality industry : mediating effect of job passion
Teng, Hsiu-Yu
- In:
International journal of hospitality management
81
(
2019
),
pp. 34-42
Persistent link: https://www.econbiz.de/10012128314
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