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~isPartOf:"International journal of hospitality management"
~subject:"China"
~subject:"Restaurant industry"
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Search: subject_exact:"Customer complaints"
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China
Restaurant industry
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
Service recovery
12
Emotion
10
Gastronomie
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
Airbnb
3
Hospital
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Scenario analysis
3
Szenariotechnik
3
Tourism industry
3
Tourismuswirtschaft
3
Viral marketing
3
Virales Marketing
3
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English
14
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Jang, Soocheong
4
MacQuilken, Lisa
2
Butcher, Ken
1
Cheng, Simone
1
Choi, Soo Keun
1
Golmohammadi, Alireza
1
Ha, Jooyeon
1
Hsu, Cathy H. C.
1
Huey Chern Boo
1
Jahandideh, Behrouz
1
Khoo-Lattimore, Catheryn
1
Kim, Jong-hyeong
1
Kwon, SoYeon
1
Lam, Terry
1
Lee, Jin-soon
1
Lee, Yun Lok
1
Li, Mimi
1
Liu, Zhaoping
1
Mattila, Anna S.
1
McDonald, Heath
1
Meng, Fang
1
Namkung, Young
1
O'Gorman, Kevin D.
1
Pan, Steve
1
Poh Theng Loo
1
Qiu, Shangzhi
1
Robertson, Nichola
1
Taheri, Babak
1
Tsai, Henry
1
Vocino, Andrea
1
Weber, Karin
1
Yang, Wan
1
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International journal of hospitality management
Journal of hospitality marketing & management
9
International journal of contemporary hospitality management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of travel and tourism marketing
3
Nankai business review international
3
Journal of air transport management
2
Journal of service research : JSR
2
Quality management journal : QMJ
2
Services marketing quarterly
2
The journal of services marketing
2
The service industries journal
2
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
China economic journal : the official journal of the China Center for Economic Research (CCER) at Peking University
1
Chinese management studies : CMS
1
Cornell hospitality quarterly : CQ
1
Gabler Edition Wissenschaft : Focus Dienstleistungsmarketing
1
Harmony versus conflict in Asian business : managing in a turbulent era
1
Journal of African business
1
Journal of business ethics : JOBE
1
Journal of business research : JBR
1
Journal of consumer behaviour : an international research review
1
Journal of hospitality and tourism insights
1
Journal of international marketing
1
Journal of retailing and consumer services
1
Managing service quality : MSQ ; an international journal
1
McCombs Research Paper Series
1
Service business
1
South Asian journal of marketing
1
The Cornell hospitality quarterly
1
The journal of consumer marketing
1
Thunderbird international business review
1
Tourism and hospitality research : the surrey quarterly review
1
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
14
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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
The Chinese way of response to hospitality service failure : the effects of face and guanxi
Li, Mimi
;
Qiu, Shangzhi
;
Liu, Zhaoping
- In:
International journal of hospitality management
57
(
2016
),
pp. 18-29
Persistent link: https://www.econbiz.de/10011581201
Saved in:
3
The effects of acculturation, social distinctiveness, and social presence in a service failure situation
Weber, Karin
;
Hsu, Cathy H. C.
- In:
International journal of hospitality management
56
(
2016
),
pp. 44-55
Persistent link: https://www.econbiz.de/10011520943
Saved in:
4
Cross-cultural comparison of Chinese and Arab consumer complaint behavior in the hotel context
Jahandideh, Behrouz
;
Golmohammadi, Alireza
;
Meng, Fang
; …
- In:
International journal of hospitality management
41
(
2014
),
pp. 67-76
Persistent link: https://www.econbiz.de/10010403087
Saved in:
5
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
6
Examining perceived betrayal, desire for revenge and avoidance, and the moderating effect of relational benefits
Lee, Jin-soon
;
Pan, Steve
;
Tsai, Henry
- In:
International journal of hospitality management
32
(
2013
),
pp. 80-90
Persistent link: https://www.econbiz.de/10009717667
Saved in:
7
Is guarantee compensation enough? : the important role of fix and employee effort in restoring justice
MacQuilken, Lisa
;
McDonald, Heath
;
Vocino, Andrea
- In:
International journal of hospitality management
33
(
2013
),
pp. 41-50
Persistent link: https://www.econbiz.de/10009746522
Saved in:
8
Service encounters and face loss : issues of failures, fairness, and context
Lee, Yun Lok
;
Butcher, Ken
- In:
International journal of hospitality management
34
(
2013
),
pp. 384-393
Persistent link: https://www.econbiz.de/10009767477
Saved in:
9
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
10
Effects of compensation for service recovery : from the equity theory perspective
Kwon, SoYeon
;
Jang, Soocheong
- In:
International journal of hospitality management
31
(
2012
)
4
,
pp. 1235-1243
Persistent link: https://www.econbiz.de/10009567530
Saved in:
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