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~isPartOf:"Journal of hospitality marketing & management"
~subject:"Beschwerdemanagement"
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Search: subject:"Zufriedenheit"
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Beschwerdemanagement
Customer satisfaction
153
Kundenzufriedenheit
153
Dienstleistungsqualität
98
Service quality
98
Consumer behaviour
94
Konsumentenverhalten
94
Beziehungsmarketing
68
Relationship marketing
68
Hotel industry
63
Hotellerie
63
Arbeitszufriedenheit
46
Job satisfaction
46
Gastronomie
34
Restaurant industry
34
Emotion
23
Complaint management
20
Employee retention
20
Mitarbeiterbindung
20
Arbeitsverhalten
18
Hospital
18
Krankenhaus
18
Tourism employees
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Tourismusberufe
18
Work behaviour
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satisfaction
18
service quality
18
Viral marketing
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Virales Marketing
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customer satisfaction
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Arbeitskräfte
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Workforce
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Customer service
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Gastgewerbe
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Holiday behaviour
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Hospitality industry
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Kundenservice
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Urlaubsverhalten
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Brand image
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English
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Koc, Erdogan
2
Anusree, M. R.
1
Baker, Melissa A.
1
Butcher, Ken
1
Byun, Jaemun
1
Cai, Ruiying
1
Chen, Haipeng
1
Cranage, David A.
1
Fan, Alei
1
Fernandes, Filipa
1
Fernandes, Teresa
1
Ghahramani, Ladan
1
Hanks, Lydia
1
Hua, Nan
1
Jang, Soocheong
1
Khalilzadeh, Jalayer
1
Kim, Eojina
1
Kim, Youngsun Sean
1
Lee, Boyoun
1
Ma, Junzhao
1
MacQuilken, Lisa
1
Mattila, Anna S.
1
Miao, Li
1
Momayez, Ayatollah
1
Mostafa Rasoolimanesh, S.
1
Palmeira, Mauricio
1
Polonsky, Michael J.
1
Ponnam, Abhilash
1
Qu, Hailin
1
Rahmani, Atousa Kamangar
1
Rasouli, Nasrin
1
Ro, Heejung
1
Robertson, Nichola
1
Salehi-Esfahani, Saba
1
Sezgin, Selime
1
Shan, Minghui
1
Sharifi, Seyed Shahin
1
Sparks, Beverley
1
Spassova, Gerri
1
Sreejesh, S.
1
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Journal of hospitality marketing & management
Journal of business research : JBR
45
International journal of hospitality management
34
Journal of retailing and consumer services
33
The journal of services marketing
28
Service business
18
International journal of contemporary hospitality management
15
Journal of service research : JSR
15
The service industries journal
14
Journal of the Academy of Marketing Science
11
European journal of marketing : EJM
10
Journal of service management
10
Marketing letters : a journal of research in marketing
10
Psychology & marketing
9
Journal of air transport management
8
Journal of service theory and practice
8
Services marketing quarterly
8
International journal of quality and service sciences
7
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
7
Journal of retailing
7
Journal of service theory and practice : JSTP
7
Managing service quality : MSQ ; an international journal
7
Asia Pacific journal of marketing and logistics
6
Ilmenauer Schriften zur Betriebswirtschaftslehre
6
Journal of marketing
6
Journal of strategic marketing
6
Business horizons
5
Cogent business & management
5
Journal of consumer behaviour : an international research review
5
Journal of service research
5
Australasian marketing journal
4
International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
4
International journal of services and operations management
4
International journal of services, economics and management
4
Journal of consumer marketing
4
Journal of travel and tourism marketing
4
SpringerLink / Bücher
4
Total quality management & business excellence
4
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
4
Tourism management : research, policies, practice
4
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ECONIS (ZBW)
20
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1
Service robot's responses in service recovery and service evaluation : the moderating role of robots' social perception
Shan, Minghui
;
Zhu, Zhenzhong
;
Chen, Haipeng
;
Sun, Sijie
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 145-168
Persistent link: https://www.econbiz.de/10014511796
Saved in:
2
Responding to negative reviews? : the interplay of management response strategy and service failure type
Salehi-Esfahani, Saba
;
Torres, Edwin
;
Hua, Nan
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 29-49
Persistent link: https://www.econbiz.de/10013545802
Saved in:
3
Consumer complaining behavior in hospitality management
Tosun, Petek
;
Sezgin, Selime
;
Uray, Nimet
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 247-264
Persistent link: https://www.econbiz.de/10012821095
Saved in:
4
Effects of customer forgiveness on brand betrayal and brand hate in restaurant service failures : does apology letter matter?
Rasouli, Nasrin
;
Mostafa Rasoolimanesh, S.
;
Rahmani, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 662-687
Persistent link: https://www.econbiz.de/10013327881
Saved in:
5
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
6
Customers' reactions to other customer caused service failures : the effects of tie strength on customer loyalty
Kim, Youngsun Sean
;
Baker, Melissa A.
- In:
Journal of hospitality marketing & management
29
(
2020
)
6
,
pp. 682-701
Persistent link: https://www.econbiz.de/10012256164
Saved in:
7
Service failures and recovery in hospitality and tourism : a review of literature and recommendations for future research
Koc, Erdogan
- In:
Journal of hospitality marketing & management
28
(
2019
)
5
,
pp. 513-537
Persistent link: https://www.econbiz.de/10012176674
Saved in:
8
Can online service recovery interventions benignly alter customers' negative review evaluations? : evidence from the hotel industry
Sreejesh, S.
;
Anusree, M. R.
;
Ponnam, Abhilash
- In:
Journal of hospitality marketing & management
28
(
2019
)
6
,
pp. 711-742
Persistent link: https://www.econbiz.de/10012176682
Saved in:
9
Can signaling impact customer satisfaction and behavioral intentions in times of service failure? : evidence from open versus closed kitchen restaurants
Byun, Jaemun
;
Jang, Soocheong
- In:
Journal of hospitality marketing & management
28
(
2019
)
7
,
pp. 785-806
Persistent link: https://www.econbiz.de/10012176719
Saved in:
10
Understanding guest tolerance and the role of cultural familiarity in hotel service failures
Trianasari, Nana
;
Butcher, Ken
;
Sparks, Beverley
- In:
Journal of hospitality marketing & management
27
(
2018
)
1
,
pp. 21-40
Persistent link: https://www.econbiz.de/10011848315
Saved in:
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