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~person:"Guchait, Priyanko"
~person:"Svensson, Göran"
~subject:"Complaint management"
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Search: subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
47
Kundenzufriedenheit
47
Lieferantenmanagement
22
Supplier relationship management
22
Beziehungsmarketing
20
Relationship marketing
20
Confidence
18
Vertrauen
18
Dienstleistungsqualität
17
Service quality
17
Arbeitszufriedenheit
14
Job satisfaction
14
B-to-B-Marketing
11
Beschwerdemanagement
11
Business-to-business marketing
11
commitment
8
satisfaction
8
Emotion
7
Satisfaction
7
Selling
7
Verkauf
7
cooperation
7
coordination
7
economic satisfaction
7
trust
7
Consumer behaviour
6
KMU
6
Konsumentenverhalten
6
SME
6
Zufriedenheit
6
continuity
6
non-economic satisfaction
6
Cooperation
5
Dienstleistungssektor
5
Economic satisfaction
5
Service industry
5
Service recovery performance
5
Trust
5
Commitment
4
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7
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11
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11
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11
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English
11
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Guchait, Priyanko
Svensson, Göran
Roschk, Holger
13
Grégoire, Yany
12
Mattila, Anna S.
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
9
Jang, Soocheong
8
Stauss, Bernd
7
Vázquez Casielles, Rodolfo
7
Seidel, Wolfgang
6
Balaji, M. S.
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Harun, Ahasan
5
Larivière, Bart
5
MacQuilken, Lisa
5
Shin, Hyunju
5
Sreejesh, S.
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Grewal, Dhruv
4
Gruber, Thorsten
4
Gäthke, Jana
4
Homburg, Christian
4
Hsu, Cathy H. C.
4
Hunt, H. Keith
4
Iglesias Argu͏̈elles, Víctor
4
Luo, Xueming
4
Matos, Celso Augusto de
4
McColl-Kennedy, Janet R.
4
Nikbin, Davoud
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Robertson, Nichola
4
Varela Neira, Concepción
4
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Published in...
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International journal of hospitality management
6
International journal of contemporary hospitality management
2
International journal of quality and service sciences
2
International journal of business excellence : IJBEX
1
Source
All
ECONIS (ZBW)
11
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1
How organizational dehumanization impacts hospitality employees service recovery performance and sabotage behaviors : the role of psychological well-being and tenure
Gip, Huy
;
Guchait, Priyanko
;
Paşamehmetoğlu, Aysin
; …
- In:
International journal of contemporary hospitality management
35
(
2023
)
1
,
pp. 64-91
Persistent link: https://www.econbiz.de/10013546019
Saved in:
2
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
3
Negative affect, deep acting, and customer compensation as responses to customer mistreatment : the effect of customer-based perspective-taking
Lee, Lindsey
;
Guchait, Priyanko
;
Madera, Juan M.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012293722
Saved in:
4
Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu
;
Guchait, Priyanko
;
Pasamehmetoglu, Aysin
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293788
Saved in:
5
Effectiveness of error management training in the hospitality industry : impact on perceived fairness and service recovery performance
Yao, Sheng
;
Wang, Xingyu
;
Yu, Heyao
;
Guchait, Priyanko
- In:
International journal of hospitality management
79
(
2019
),
pp. 78-88
Persistent link: https://www.econbiz.de/10012012973
Saved in:
6
Transformational leadership and service recovery performance : the mediating effect of emotional labor and the influence of culture
Luo, Anqi
;
Guchait, Priyanko
;
Lee, Lindsey
;
Madera, Juan M.
- In:
International journal of hospitality management
77
(
2019
),
pp. 31-39
Persistent link: https://www.econbiz.de/10011988424
Saved in:
7
Understanding negative emotions in services through teleological actions
Padin, Carmen
;
Svensson, Göran
- In:
International journal of quality and service sciences
9
(
2017
)
1
,
pp. 67-84
Persistent link: https://www.econbiz.de/10011650515
Saved in:
8
New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen
;
Svensson, Göran
;
Otero-Neira, Carmen
; …
- In:
International journal of contemporary hospitality management
27
(
2015
)
1
,
pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
Saved in:
9
Perceived supervisor and co-worker support for error management : impact on perceived psychological safety and service recovery performance
Guchait, Priyanko
;
Paşamehmetoğlu, Ayşın
;
Dawson, Mary
- In:
International journal of hospitality management
41
(
2014
),
pp. 28-37
Persistent link: https://www.econbiz.de/10010403128
Saved in:
10
Perceived justice in South African airline and hospital industries : measurement model
DeMeyer, Christine F.
;
Petzer, Daniel J.
;
Svari, Sander
; …
- In:
International journal of quality and service sciences
5
(
2013
)
2
,
pp. 120-139
Persistent link: https://www.econbiz.de/10009768462
Saved in:
1
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