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~person:"Hill, Ronald Paul"
~person:"Jang, Soocheong"
~person:"Walsh, Gianfranco"
~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
146
Konsumentenverhalten
146
Gastronomie
30
Restaurant industry
30
USA
20
United States
20
Customer satisfaction
19
Kundenzufriedenheit
19
Beziehungsmarketing
18
Relationship marketing
18
Brand image
15
Dienstleistungsqualität
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Service quality
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Hill, Ronald Paul
Jang, Soocheong
Walsh, Gianfranco
Mattila, Anna S.
17
Roschk, Holger
9
Gelbrich, Katja
8
McColl-Kennedy, Janet R.
7
Balaji, M. S.
6
Robertson, Nichola
6
Baker, Melissa A.
5
Cai, Ruiying
5
Day, Ralph L.
5
Grégoire, Yany
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Miao, Li
5
Svensson, Göran
5
Tsarenko, Yelena
5
Ding Hooi Ting
4
Harun, Ahasan
4
Hogreve, Jens
4
Hunt, H. Keith
4
Patterson, Paul G.
4
Ro, Heejung
4
Strizhakova, Yuliya
4
Wan, Lisa C.
4
Weber, Karin
4
Wu, Luorong
4
Zaugg, Alexandra Daniela
4
Abbasi, Amir Zaib
3
Chen, Jing
3
Chi, Christina Geng-Qing
3
Donoghue, Suné
3
Fan, Alei
3
Fürst, Andreas
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Garding, Stefan
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Garín-Muñoz, Teresa
3
Gijón, Covadonga
3
Hanks, Lydia
3
Harris, Lloyd C.
3
Homburg, Christian
3
Huey Chern Boo
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International journal of hospitality management
3
International journal of contemporary hospitality management
2
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
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ECONIS (ZBW)
7
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1
Does social class matter in recovering self-service technology failures?
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
34
(
2022
)
3
,
pp. 1135-1153
Persistent link: https://www.econbiz.de/10013164531
Saved in:
2
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
3
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:
4
Perceptions of group versus individual service failures and their effects on customer outcomes : the role of attributions and customer entitlement
Albrecht, Arne Keno
;
Walsh, Gianfranco
;
Beatty, Sharon E.
- In:
Journal of service research : JSR
20
(
2017
)
2
,
pp. 188-203
Persistent link: https://www.econbiz.de/10011684846
Saved in:
5
Factors affecting memorability of service failures : a longitudinal analysis
Kim, Jong-Hyeong
;
Jang, Soocheong
- In:
International journal of contemporary hospitality management
28
(
2016
)
8
,
pp. 1676-1701
Persistent link: https://www.econbiz.de/10011613986
Saved in:
6
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
7
Customer complaints in restaurants : do they differ by service stages and loyalty levels?
Namkung, Young
;
Jang, Soocheong
;
Choi, Soo Keun
- In:
International journal of hospitality management
30
(
2011
)
3
,
pp. 495-502
Persistent link: https://www.econbiz.de/10009130594
Saved in:
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