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~language:"eng"
~person:"Miao, Li"
~source:"econis"
~subject:"Relationship marketing"
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Relationship marketing
Consumer behaviour
7
Customer service
7
Konsumentenverhalten
7
Kundenservice
7
Dienstleistungsqualität
6
Service quality
6
Customer satisfaction
5
Kundenzufriedenheit
5
Emotion
4
Gastgewerbe
4
Hospitality industry
4
Beschwerdemanagement
2
Beziehungsmarketing
2
Complaint management
2
Hospital
2
Krankenhaus
2
Service encounters
2
Social behaviour
2
Soziales Verhalten
2
Bewertung
1
Communication
1
Communication accommodation
1
Consumer envy
1
Consumption value
1
Cross-cultural management
1
Cross-cultural relations
1
Emotional response
1
Emotions
1
Envy
1
Evaluation
1
Frontline employees
1
Hospitality industry,
1
Hotel industry
1
Hotellerie
1
ICCB (illegitimate customer complaning behavior)
1
ICCB incidents
1
ICCB inhibitors
1
ICCB triggers
1
Intercultural service encounter
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Miao, Li
Barnes, Donald C.
7
Beatty, Sharon E.
6
Gustafsson, Anders
6
Van Vaerenbergh, Yves
6
Collier, Joel E.
5
Lucas, Robert W.
5
Walsh, Gianfranco
5
Baker, Melissa A.
4
Dagger, Tracey S.
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Piccoli, Gabriele
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Edvardsson, Bo
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
Goodman, John A.
3
Gremler, Dwayne D.
3
Gruber, Thorsten
3
Hellström, Daniel
3
Hur, Won-Moo
3
Hyken, Shep
3
Hyun, Sunghyup Sean
3
Kim, Wansoo
3
Mathies, Christine
3
McColl-Kennedy, Janet R.
3
Mortimer, Gary
3
Ok, Chihyung
3
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International journal of contemporary hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Source
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ECONIS (ZBW)
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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:
2
Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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