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~isPartOf:"International journal of hospitality management"
~subject:"Beschwerdemanagement"
~subject:"United Kingdom"
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Beschwerdemanagement
United Kingdom
Dienstleistungsqualität
402
Service quality
402
Customer satisfaction
212
Kundenzufriedenheit
212
Consumer behaviour
193
Konsumentenverhalten
193
Hotel industry
129
Hotellerie
129
Beziehungsmarketing
116
Relationship marketing
116
Gastronomie
105
Restaurant industry
105
Customer service
55
Kundenservice
55
Hospital
54
Krankenhaus
54
Emotion
51
Complaint management
44
Gastgewerbe
42
Hospitality industry
42
Arbeitsverhalten
32
Arbeitszufriedenheit
32
Job satisfaction
32
Work behaviour
32
Satisfaction
30
Tourism employees
29
Tourismusberufe
29
USA
25
United States
25
Hospitality
23
Viral marketing
22
Virales Marketing
22
Robot
21
Roboter
21
Dienstleistungssektor
20
Service industry
20
Product quality
19
Produktqualität
19
Quality management
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45
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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
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Madera, Juan M.
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So, Kevin Kam Fung
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Sreejesh, S.
2
Wang, Xingyu
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Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Butcher, Ken
1
Cai, Liping A.
1
Chen, Kai
1
Choi, Soo Keun
1
Chuang, Shih-chieh
1
Cvelbar, Ljubica Knežević
1
Dawson, Mary
1
DiPietro, Robin B.
1
El-Manstrly, Dahlia
1
Fan, Pan
1
Gannon, Martin
1
Gao, Yixing
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Geng, Ruoqi
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Guo, Xiaoshu
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Ha, Jooyeon
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Ho, Ting Hin
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Hwang, Yoo Hee
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Ivanov, Stanislav
1
Jin, Dan
1
Joireman, Jeff
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International journal of hospitality management
Journal of business research : JBR
49
Journal of retailing and consumer services
37
The journal of services marketing
32
The service industries journal
26
Journal of hospitality marketing & management
25
Journal of service research : JSR
20
International journal of contemporary hospitality management
19
CHE research paper
18
Service business
18
Journal of the Academy of Marketing Science
15
Services marketing quarterly
15
Discussion paper series / IZA
10
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
10
Journal of marketing management : MM
10
Journal of service research
10
Managing service quality : MSQ ; an international journal
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
10
Discussion paper / Centre for Economic Policy Research
9
European journal of marketing : EJM
9
International journal of quality and service sciences
9
Journal of air transport management
9
Journal of service management
9
IZA Discussion Paper
8
Journal of service theory and practice
8
Journal of service theory and practice : JSTP
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Journal of health organization and management
7
The economic journal : the journal of the Royal Economic Society
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Asia Pacific journal of marketing and logistics
6
Discussion paper
6
Health care management review : HCM review
6
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
6
Tourism management : research, policies, practice
6
Working papers / Centre for Market and Public Organisation
6
International journal of business and economics
5
International journal of services and operations management
5
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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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