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~isPartOf:"International journal of hospitality management"
~subject:"Emotion"
~subject:"Mobilkommunikation"
~subject:"Viral marketing"
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Emotion
Mobilkommunikation
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
Justice
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Airbnb
3
Hospital
3
Krankenhaus
3
Mobile communications
3
Scenario analysis
3
Szenariotechnik
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Tourism industry
3
Tourismuswirtschaft
3
Virales Marketing
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15
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Guchait, Priyanko
3
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Mattila, Anna S.
2
Ali, Faizan
1
Choi, Chang Hwan
1
El-Manstrly, Dahlia
1
Geng, Ruoqi
1
Guo, Xiaoshu
1
Hong, Zhisheng
1
Huey Chern Boo
1
Jang, Soocheong
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Hyunsu
1
Kim, Jong-hyeong
1
Kim, Taegoo
1
Lai, Pei-Chun
1
Law, Chun Hung Roberts
1
Lee, Gyehee
1
Lee, Seung-kon
1
Liang, Sai
1
Line, Nathaniel D.
1
Mihalik, Brian J.
1
Min, Hyounae
1
Pasamehmetoglu, Aysin
1
Poh Theng Loo
1
Sann, Raksmey
1
Sharifi, Seyed Shahin
1
So, Kevin Kam Fung
1
Song, Wenhao
1
Wang, Wangshuai
1
Wang, Xingyu
1
Yang, Wan
1
Ye, Qiang
1
Zhang, Mo
1
Zhang, Yan
1
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International journal of hospitality management
Journal of business research : JBR
22
Journal of retailing and consumer services
16
Journal of service research : JSR
11
Journal of hospitality marketing & management
9
International journal of contemporary hospitality management
8
Service business
8
The journal of services marketing
8
European journal of marketing : EJM
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Psychology & marketing
6
The service industries journal
5
Cogent business & management
4
International journal of quality and service sciences
4
Journal of Asian finance, economics and business : JAFEB
3
Journal of strategic marketing
3
Marketing intelligence & planning
3
Tourism management perspectives : TMP
3
Asia Pacific journal of marketing and logistics
2
Business horizons
2
International journal of business information systems : IJBIS
2
International journal of services and operations management
2
Journal for global business advancement : JGBA
2
Journal of business economics and management
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 global marketing
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of retailing
2
Journal of service management
2
Journal of service research
2
Journal of service theory and practice
2
Journal of the Academy of Marketing Science
2
Management research review
2
Managing service quality : MSQ ; an international journal
2
Marketing letters : a journal of research in marketing
2
Public performance & management review
2
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ECONIS (ZBW)
15
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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
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:
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
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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:
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