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~isPartOf:"Journal of hospitality marketing & management"
~isPartOf:"Journal of marketing management : MM"
~isPartOf:"The service industries journal"
~subject:"Complaint management"
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Complaint management
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Journal of hospitality marketing & management
Journal of marketing management : MM
The service industries journal
Journal of business research : JBR
11
International journal of hospitality management
10
Journal of service research : JSR
6
Psychology & marketing
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European journal of marketing : EJM
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International journal of contemporary hospitality management
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Journal of retailing and consumer services
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International journal of quality and service sciences
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Journal of Asian finance, economics and business : JAFEB
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Journal of business ethics : JOBE
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Journal of consumer behaviour : an international research review
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Journal of consumer marketing
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Asia Pacific journal of marketing and logistics
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Delivering value in turbulent times : AMA Summer Educators' Conference 2011 ; AMA educators' proceedings Volume 22 ; San Francisco, California, USA, 5 - 7 August 2011
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Electronic markets : EM ; the international journal of electronic commerce and business media
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European management journal
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Information & management : the internat. journal of management processes and systems ; journal of IFIP Users Group
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1
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
2
Customers' perceived justice, emotions, direct and indirect reactions to service recovery : moderating effects of recovery efforts
Cai, Ruiying
;
Qu, Hailin
- In:
Journal of hospitality marketing & management
27
(
2018
)
3
,
pp. 323-345
Persistent link: https://www.econbiz.de/10011880415
Saved in:
3
Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan
;
Hanks, Lydia
- In:
Journal of hospitality marketing & management
25
(
2016
)
1/2
,
pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
Saved in:
4
Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial
Kim, Eojina
;
Tang, Liang
- In:
Journal of hospitality marketing & management
25
(
2016
)
7/8
,
pp. 897-924
Persistent link: https://www.econbiz.de/10011621365
Saved in:
5
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo
;
Iglesias Argu͏̈elles, Víctor
- In:
The service industries journal
32
(
2012
)
1/2
,
pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
Saved in:
6
Mediating and moderating processes in the relation between problem customer perceptions and work-family conflict
Hu, Hsiu-hua
;
Hsu, Chin-tien
;
Lee, Wen-ruey
;
Chang, …
- In:
The service industries journal
31
(
2011
)
7/8
,
pp. 1365-1380
Persistent link: https://www.econbiz.de/10009154339
Saved in:
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