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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
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Beschwerdemanagement
13
Complaint management
13
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10
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8
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of business research : JBR
70
International journal of hospitality management
55
Journal of retailing and consumer services
43
The journal of services marketing
43
Journal of hospitality marketing & management
31
Journal of service research : JSR
31
The service industries journal
27
Service business
22
International journal of contemporary hospitality management
20
Journal of the Academy of Marketing Science
20
Psychology & marketing
16
European journal of marketing : EJM
15
Journal of retailing
15
SpringerLink / Bücher
15
Journal of service management
14
Managing service quality : MSQ ; an international journal
14
Services marketing quarterly
13
Journal of air transport management
12
Journal of consumer behaviour : an international research review
12
Journal of marketing
12
Marketing letters : a journal of research in marketing
12
Ilmenauer Schriften zur Betriebswirtschaftslehre
11
International journal of consumer studies
11
Journal of service research
11
International journal of quality and service sciences
10
Journal of marketing management : MM
10
Journal of service theory and practice
9
Journal of service theory and practice : JSTP
9
Asia Pacific journal of marketing and logistics
8
Business horizons
8
Erfolgreiches Beschwerdemanagement : Wege zu Prozessverbesserungen und Kundenzufriedenheit
8
International journal of production economics
8
Journal of strategic marketing
8
Journal of travel and tourism marketing
8
Tourism management : research, policies, practice
8
Marketing intelligence & planning
7
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
7
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
7
Cogent business & management
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ECONIS (ZBW)
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1
The effects of intragroup guanxi interaction on customers' intentions to complain
Xu, Xing'an
;
Chi, Christina Geng-Qing
;
Cai, Ruiying
;
Pan, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
7
,
pp. 1411-1435
Persistent link: https://www.econbiz.de/10013387411
Saved in:
2
How sincere is an apology? : recovery satisfaction in a robot service failure context
Hu, Yaou
;
Min, Hyounae
;
Su, Na
- In:
Journal of hospitality & tourism research : JHTR ; the …
45
(
2021
)
6
,
pp. 1022-1043
Persistent link: https://www.econbiz.de/10012592331
Saved in:
3
It's raining complaints! : how weather factors drive consumer comments and word-of-mouth
Bujisic, Milos
;
Bogicevic, Vanja
;
Parsa, H. G.
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
43
(
2019
)
5
,
pp. 656-681
Persistent link: https://www.econbiz.de/10012053330
Saved in:
4
How we complain : the effect of personality on consumer complaint channels
Berry, Riley
;
Tanford, Sarah
;
Montgomery, Rhonda
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
1
,
pp. 74-101
Persistent link: https://www.econbiz.de/10011912154
Saved in:
5
Developing a consumer complaining and recovery effort scale
Lu, Lu
;
Gursoy, Dogan
;
Chi, Christina Geng-Qing
;
Xiao, …
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 686-715
Persistent link: https://www.econbiz.de/10011912319
Saved in:
6
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:
7
A "Triple A" typology of responding to negative consumer-generated online reviews
Sparks, Beverley A.
;
Bradley, Graham L.
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
6
,
pp. 719-745
Persistent link: https://www.econbiz.de/10011736938
Saved in:
8
Corporate social responsibility : the effect of green practices in a service recovery
Albus, Heidi
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
41
(
2017
)
1
,
pp. 41-65
Persistent link: https://www.econbiz.de/10011632988
Saved in:
9
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
10
Who chose this restaurant anyway? : the effect of responsibility for choice, guarantees, and failure stability on customer complaining
MacQuilken, Lisa
;
Robertson, Nichola
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
4
,
pp. 537-562
Persistent link: https://www.econbiz.de/10010206596
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