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~isPartOf:"International journal of hospitality management"
~subject:"Complaint management"
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Search: subject_exact:"After-sales service"
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Complaint management
Customer service
70
Kundenservice
70
Dienstleistungsqualität
55
Service quality
55
Customer satisfaction
42
Kundenzufriedenheit
42
Consumer behaviour
33
Konsumentenverhalten
33
Beziehungsmarketing
30
Relationship marketing
30
Hotel industry
17
Hotellerie
17
Arbeitsverhalten
15
Work behaviour
15
Beschwerdemanagement
14
Emotion
14
Gastgewerbe
12
Hospitality industry
12
Tourism employees
12
Tourismusberufe
12
Arbeitszufriedenheit
9
Gastronomie
9
Job satisfaction
9
Restaurant industry
9
Robot
8
Roboter
8
Service encounter
8
Dienstleistung
7
Dienstleistungssektor
7
Hospital
7
Krankenhaus
7
Service industry
7
Services
7
Service failure
6
Service recovery
6
Service robot
6
USA
6
United States
6
Dienstleistungsmanagement
5
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English
14
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Huey Chern Boo
2
MacQuilken, Lisa
2
Andajigarmaroudi, Saeed
1
Choi, Youngsoo
1
Gannon, Martin
1
Geng, Ruoqi
1
Guchait, Priyanko
1
Ho, Ting Hin
1
Hong, Zhisheng
1
Joireman, Jeff
1
Karabas, Ismail
1
Khoo-Lattimore, Catheryn
1
Kim, Hyunsu
1
Kim, Shinhye
1
Lee, Lindsey
1
Liao, Yingkai
1
Lu, Lu
1
Madera, Juan M.
1
Mattila, Anna S.
1
McDonald, Heath
1
Mihalik, Brian J.
1
Mody, Makarand Amrish
1
Nguyen Thi Truong Sa
1
Okumus, Bendegul
1
Olson, Eric
1
Poh Theng Loo
1
Qomariyah, Alfiyatul
1
Rahimi, Roya
1
Ro, Heejung
1
Robertson, Nichola
1
Sharifi, Seyed Shahin
1
So, Kevin Kam Fung
1
Song, Wenhao
1
Taheri, Babak
1
Tan, Ching Yeng
1
Tojib, Dewi
1
Tsarenko, Yelena
1
Vocino, Andrea
1
Wang, Wangshuai
1
Wu, Wann-Yih
1
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International journal of hospitality management
Journal of business research : JBR
20
The journal of services marketing
15
Journal of retailing and consumer services
11
Journal of service research : JSR
8
Journal of service theory and practice
8
Psychology & marketing
7
The service industries journal
7
Journal of retailing
6
Journal of service research
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
5
International journal of contemporary hospitality management
5
International journal of quality and service sciences
5
Journal of hospitality marketing & management
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
Services marketing quarterly
5
Business horizons
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
Journal of the Academy of Marketing Science
4
Gabler Edition Wissenschaft
3
International journal of business information systems : IJBIS
3
International journal of services, economics and management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of service management
3
Journal of service theory and practice : JSTP
3
Management science : journal of the Institute for Operations Research and the Management Sciences
3
Service business
3
Asia Pacific journal of marketing and logistics
2
Asia-Pacific journal of business administration
2
Cogent business & management
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
2
European journal of marketing
2
European journal of marketing : EJM
2
International journal of consumer studies
2
International journal of electronic commerce : IJEC
2
International journal of production economics
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
Journal of air transport management
2
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ECONIS (ZBW)
14
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1
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:
2
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:
3
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:
4
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:
5
Human staff vs. service robot vs. fellow customer : does it matter who helps your customer following a service failure incident?
Ho, Ting Hin
;
Tojib, Dewi
;
Tsarenko, Yelena
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012241791
Saved in:
6
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:
7
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:
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
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
The integration between service value and service recovery in the hospitality industry : an application of QFD and ANP
Wu, Wann-Yih
;
Qomariyah, Alfiyatul
;
Nguyen Thi Truong Sa
; …
- In:
International journal of hospitality management
75
(
2018
),
pp. 48-57
Persistent link: https://www.econbiz.de/10011944943
Saved in:
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