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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Psychology & marketing"
~subject:"Customer satisfaction"
~subject:"USA"
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Customer satisfaction
USA
Emotion
117
Consumer behaviour
72
Konsumentenverhalten
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Beziehungsmarketing
18
Relationship marketing
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Kundenzufriedenheit
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Baker, Thomas L.
2
Lunardo, Renaud
2
Madera, Juan M.
2
Miao, Li
2
Anaza, Nwamaka A.
1
Antonetti, Paolo
1
Augusto, Mário Gomes
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Psychology & marketing
International journal of hospitality management
59
Journal of business research : JBR
33
Journal of retailing and consumer services
27
Journal of consumer research : JCR ; an interdisciplinary bimonthly
23
Journal of travel and tourism marketing
21
Academy of Management journal : AMJ
20
The journal of services marketing
20
Journal of hospitality marketing & management
19
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
16
Tourism management : research, policies, practice
14
International journal of contemporary hospitality management
13
Tourism management perspectives : TMP
13
Journal of business ethics : JOBE
12
The service industries journal
11
Working paper / National Bureau of Economic Research, Inc.
10
European journal of marketing : EJM
9
Service business
9
Human performance
8
Journal of service research : JSR
8
Journal of service theory and practice : JSTP
8
Services marketing quarterly
8
Journal of the Academy of Marketing Science
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Journal of Asian finance, economics and business : JAFEB
6
Journal of global scholars of marketing science : bridging Asia and the world ; JGSMS
6
Journal of management : JOM
6
Journal of managerial psychology
6
Personnel psychology : a journal of applied research
6
Tourism analysis : an interdisciplinary tourism & hospitality journal
6
Discussion paper series / IZA
5
Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
5
Journal of air transport management
5
Journal of business and psychology
5
Journal of consumer behaviour : an international research review
5
Journal of marketing management : MM
5
Journal of service management
5
Managing service quality : MSQ ; an international journal
5
Marketing letters : a journal of research in marketing
5
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ECONIS (ZBW)
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1
When and why signaling frontline employee inexperience can prove to be an asset : effects on consumer forgiveness for service failure
Flacandji, Michaël
;
Cusin, Julien
;
Lunardo, Renaud
- In:
Psychology & marketing
40
(
2023
)
12
,
pp. 2728-2742
Persistent link: https://www.econbiz.de/10014432547
Saved in:
2
There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure
Lteif, Lama
;
Rubin, Dan
;
Ball, Joan P.
;
Lamberton, Cait
- In:
Psychology & marketing
40
(
2023
)
9
,
pp. 1808-1820
Persistent link: https://www.econbiz.de/10014338326
Saved in:
3
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
4
Value dimensions of gamification and their influence on brand loyalty and word-of-mouth : relationships and combinations with satisfaction and brand love
Torres, Pedro M.
;
Augusto, Mário Gomes
;
Neves, Cristiana
- In:
Psychology & marketing
39
(
2022
)
1
,
pp. 59-75
Persistent link: https://www.econbiz.de/10012796060
Saved in:
5
Consumer cynicism in service failures
Tran, Hai-Anh
;
Strizhakova, Yuliya
;
Usrey, Bryan
; …
- In:
Psychology & marketing
39
(
2022
)
2
,
pp. 346-359
Persistent link: https://www.econbiz.de/10012796107
Saved in:
6
The impact of self-service versus interpersonal contact on customer-brand relationship in the time of frontline technology infusion
Lee, Heekyung
;
Yi, Youjae
- In:
Psychology & marketing
39
(
2022
)
5
,
pp. 906-920
Persistent link: https://www.econbiz.de/10013186880
Saved in:
7
The mediation of emotions in sport events : a case study in Badminton
Cabello-Manrique, David
;
Nuviala, Román
;
Pappous, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
4
,
pp. 591-609
Persistent link: https://www.econbiz.de/10012520326
Saved in:
8
Love in tourist motivation and satisfaction
Filep, Sebastian
;
Matteucci, Xavier
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
6
,
pp. 1026-1034
Persistent link: https://www.econbiz.de/10012259613
Saved in:
9
Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.
;
Kim, Kawon Kathy
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
7
,
pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
Saved in:
10
Segmenting the business traveler based on emotions, satisfaction, and behavioral intention
Millán, Angel
;
Fanjul, María Luisa
;
Moital, Miguel
- In:
Psychology & marketing
33
(
2016
)
2
,
pp. 82-93
Persistent link: https://www.econbiz.de/10011433842
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