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~isPartOf:"International journal of hospitality management"
~subject:"Hospital"
~subject:"Hotellerie"
~subject:"United States"
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Search: subject_exact:"Customer complaints"
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Hospital
Hotellerie
United States
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
Restaurant industry
10
Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
7
Hotel industry
7
Service industry
7
USA
7
China
5
Service recovery performance
5
Gerechtigkeit
4
Justice
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Airbnb
3
Krankenhaus
3
Mobile communications
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Mobilkommunikation
3
Scenario analysis
3
Szenariotechnik
3
Tourism industry
3
Tourismuswirtschaft
3
Viral marketing
3
Virales Marketing
3
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16
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Jang, Soocheong
2
Magnini, Vincent P.
2
Ro, Heejung
2
Adler, Howard
1
Andajigarmaroudi, Saeed
1
Assaf, A. Georges
1
Baker, Melissa A.
1
Cai, Liping A.
1
Choi, Youngsoo
1
Cvelbar, Ljubica Knežević
1
Golmohammadi, Alireza
1
Ha, Jooyeon
1
Jahandideh, Behrouz
1
Josiassen, Alexander
1
Jung, Jae Min
1
Karande, Kiran
1
Kim, Hyunsu
1
Kwon, SoYeon
1
Lai, Pei-Chun
1
Li, Mimi
1
Liu, Zhaoping
1
Lu, Lu
1
Manu C
1
Mattila, Anna S.
1
Meng, Fang
1
Miao, Li
1
Mihalik, Brian J.
1
Min, Kyeong Sam
1
Mody, Makarand Amrish
1
O'Gorman, Kevin D.
1
Olson, Eric
1
Paul, Justin
1
Perdue, Richard R.
1
Qiu, Shangzhi
1
Ryu, Kisang
1
Sann, Raksmey
1
So, Kevin Kam Fung
1
Sreejesh, S.
1
Taheri, Babak
1
Wei, Wei
1
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International journal of hospitality management
Journal of hospitality marketing & management
9
The journal of services marketing
9
Journal of retailing and consumer services
5
Journal of service research : JSR
4
Services marketing quarterly
4
International journal of contemporary hospitality management
3
Journal of air transport management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of business ethics : JOBE
2
Journal of business research : JBR
2
Journal of marketing
2
Journal of the Academy of Marketing Science
2
Journal of travel and tourism marketing
2
Journal of vacation marketing : an international journal
2
Krankenhausmanagement : Strategien, Konzepte, Methoden
2
NBER working paper series
2
Psychology & marketing
2
Service business
2
The service industries journal
2
Tourism management : research, policies, practice
2
Working paper / National Bureau of Economic Research, Inc.
2
Aktuelle Entwicklungen im Dienstleistungsmarketing
1
Australasian marketing journal : AMJ ; official journal of the Australia-New Zealand Marketing Academy (ANZMAC)
1
Beiträge der Hochschule Pforzheim
1
Business strategies : types, benefits and effects on firm performance
1
Corporate reputation review : an international journal
1
Enlightening tourism : ET ; a pathmaking journal
1
Frontiers of business research in China : selected publications from Chinese universities
1
Gesundheitsökonomie & Qualitätsmanagement : Klinik und Praxis, Wirtschaft und Politik ; offizielles Organ des Bundesverbandes Managed Care e.V. ; offizielles Organ der Deutschen Gesellschaft für Gesundheitsökonomie e.V.
1
GfK marketing intelligence review : Marketingforschung für die Praxis
1
Handbook on business information systems
1
Handbuch Hospitality Management : Managementkonzepte, Wettbewerbskontext, Unternehmenspraxis
1
Health care management review : HCM review
1
International journal of accounting and information management
1
International journal of advertising : the quarterly review of marketing communications
1
International journal of business and economics
1
International journal of consumer studies
1
International journal of integrated supply management : IJISM
1
International journal of management practice : IJMP
1
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ECONIS (ZBW)
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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
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:
3
Tell us your concern, and we shall together address! : role of service booking channels and brand equity on post-failure outcomes
Manu C
;
Sreejesh, S.
;
Paul, Justin
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012585701
Saved in:
4
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:
5
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:
6
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:
7
The effects of customer voice on hotel performance
Assaf, A. Georges
;
Josiassen, Alexander
;
Cvelbar, …
- In:
International journal of hospitality management
44
(
2015
),
pp. 77-83
Persistent link: https://www.econbiz.de/10010501234
Saved in:
8
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:
9
Service recovery evaluations : GLBT versus hetero customers
Ro, Heejung
;
Choi, Youngsoo
;
Olson, Eric
- In:
International journal of hospitality management
33
(
2013
),
pp. 366-375
Persistent link: https://www.econbiz.de/10009746343
Saved in:
10
Customer opportunistic complaints management : a critical incident approach
Ro, Heejung
;
Wong, June
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 419-427
Persistent link: https://www.econbiz.de/10009503300
Saved in:
1
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