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~isPartOf:"International journal of hospitality management"
~subject:"Emotion"
~subject:"Justice"
~subject:"Viral marketing"
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Search: subject_exact:"Customer complaints"
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Emotion
Justice
Viral marketing
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
Gastronomie
10
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Hotellerie
7
Service industry
7
USA
7
United States
7
China
5
Service recovery performance
5
Gerechtigkeit
4
Airbnb
3
Hospital
3
Krankenhaus
3
Mobile communications
3
Mobilkommunikation
3
Scenario analysis
3
Szenariotechnik
3
Tourism industry
3
Tourismuswirtschaft
3
Virales Marketing
3
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17
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17
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English
17
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Guchait, Priyanko
4
Jang, Soocheong
3
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Mattila, Anna S.
2
Wang, Xingyu
2
Ali, Faizan
1
Choi, Chang Hwan
1
El-Manstrly, Dahlia
1
Geng, Ruoqi
1
Guo, Xiaoshu
1
Ha, Jooyeon
1
Hong, Zhisheng
1
Huey Chern Boo
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Jong-hyeong
1
Kim, Taegoo
1
Kwon, SoYeon
1
Lai, Pei-Chun
1
Law, Chun Hung Roberts
1
Lee, Gyehee
1
Lee, Seung-kon
1
Liang, Sai
1
Line, Nathaniel D.
1
MacQuilken, Lisa
1
McDonald, Heath
1
Min, Hyounae
1
Pasamehmetoglu, Aysin
1
Poh Theng Loo
1
Sann, Raksmey
1
Song, Wenhao
1
Vocino, Andrea
1
Wang, Wangshuai
1
Yang, Wan
1
Yao, Sheng
1
Ye, Qiang
1
Yu, Heyao
1
Zhang, Mo
1
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Published in...
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International journal of hospitality management
Journal of business research : JBR
24
Journal of retailing and consumer services
19
Service business
11
Journal of hospitality marketing & management
9
Journal of service research : JSR
9
International journal of contemporary hospitality management
7
Psychology & marketing
7
The journal of services marketing
7
European journal of marketing : EJM
6
Journal of business ethics : JOBE
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
The service industries journal
5
International journal of quality and service sciences
4
Journal of strategic marketing
4
Cogent business & management
3
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
3
Journal of service management
3
Managing service quality : MSQ ; an international journal
3
Services marketing quarterly
3
Tourism management : research, policies, practice
3
Tourism management perspectives : TMP
3
Asia Pacific journal of marketing and logistics
2
Business horizons
2
International journal of consumer studies
2
International journal of physical distribution and logistics management
2
International journal of services and operations management
2
Journal of Asian finance, economics and business : JAFEB
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 relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of retailing
2
Journal of service theory and practice : JSTP
2
Journal of the Academy of Marketing Science
2
Marketing letters : a journal of research in marketing
2
Public performance & management review
2
Quality management journal : QMJ
2
The journal of applied business research
2
The journal of consumer marketing
2
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ECONIS (ZBW)
17
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Date (oldest first)
1
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:
2
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:
3
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:
4
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:
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
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
10
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:
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