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~isPartOf:"International journal of hospitality management"
~subject:"Viral marketing"
~subject:"Emotion"
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Viral marketing
Emotion
Beschwerdemanagement
55
Complaint management
55
Dienstleistungsqualität
44
Service quality
44
Customer satisfaction
33
Kundenzufriedenheit
33
Beziehungsmarketing
25
Relationship marketing
25
Consumer behaviour
24
Konsumentenverhalten
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Service failure
16
Customer service
14
Kundenservice
14
Service recovery
12
Gastronomie
10
Restaurant industry
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Dienstleistungssektor
7
Gastgewerbe
7
Hospitality industry
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Hotel industry
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Hotellerie
7
Service industry
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USA
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United States
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China
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Service recovery performance
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Gerechtigkeit
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Justice
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Airbnb
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Krankenhaus
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Mobile communications
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Mobilkommunikation
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Scenario analysis
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Szenariotechnik
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Tourismuswirtschaft
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Virales Marketing
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Guchait, Priyanko
3
Lee, Lindsey
2
Luo, Anqi
2
Madera, Juan M.
2
Mattila, Anna S.
2
Ali, Faizan
1
Choi, Chang Hwan
1
El-Manstrly, Dahlia
1
Geng, Ruoqi
1
Guo, Xiaoshu
1
Hong, Zhisheng
1
Huey Chern Boo
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Jang, Soocheong
1
Khoo-Lattimore, Catheryn
1
Kim, Hyun Jeong
1
Kim, Jong-hyeong
1
Kim, Taegoo
1
Lai, Pei-Chun
1
Law, Chun Hung Roberts
1
Lee, Gyehee
1
Lee, Seung-kon
1
Liang, Sai
1
Line, Nathaniel D.
1
Min, Hyounae
1
Pasamehmetoglu, Aysin
1
Poh Theng Loo
1
Sann, Raksmey
1
Song, Wenhao
1
Wang, Wangshuai
1
Wang, Xingyu
1
Yang, Wan
1
Ye, Qiang
1
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International journal of hospitality management
Journal of business research : JBR
21
Journal of retailing and consumer services
12
Journal of hospitality marketing & management
9
Journal of service research : JSR
8
International journal of contemporary hospitality management
7
Service business
7
European journal of marketing : EJM
6
Psychology & marketing
6
The journal of services marketing
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
The service industries journal
4
International journal of quality and service sciences
3
Journal of strategic marketing
3
Tourism management perspectives : TMP
3
Business horizons
2
International journal of services and operations management
2
Journal of Asian finance, economics and business : JAFEB
2
Journal of business ethics : JOBE
2
Journal of consumer behaviour : an international research review
2
Journal of consumer marketing
2
Journal of consumer research : JCR ; an interdisciplinary bimonthly
2
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
2
Journal of relationship marketing : innovations and enhancements for customer service, relations, and satisfaction
2
Journal of retailing
2
Journal of service management
2
Journal of the Academy of Marketing Science
2
Marketing letters : a journal of research in marketing
2
Public performance & management review
2
Services marketing quarterly
2
The journal of consumer marketing
2
Tourism management : research, policies, practice
2
Vision : the journal of business perspective
2
Academy of Management journal : AMJ
1
Administrative Sciences : open access journal
1
Asia Pacific journal of marketing and logistics
1
Asia-Pacific journal of business administration
1
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Cogent business & management
1
Consumer behavior review : CBR
1
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ECONIS (ZBW)
13
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1
Power of apologetic responses in online travel community
Guo, Xiaoshu
;
Ye, Qiang
;
Law, Chun Hung Roberts
;
Liang, Sai
- In:
International journal of hospitality management
103
(
2022
),
pp. 1-13
Persistent link: https://www.econbiz.de/10013209274
Saved in:
2
How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo
;
Khoo-Lattimore, Catheryn
;
Huey Chern Boo
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
Saved in:
3
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
4
Understanding homophily of service failure within the hotel guest cycle : applying NLP-aspect-based sentiment analysis to the hospitality industry
Sann, Raksmey
;
Lai, Pei-Chun
- In:
International journal of hospitality management
91
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012389792
Saved in:
5
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
6
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:
7
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:
8
The double-edged sword effect of service recovery awareness of frontline employees : from a job demands-resources perspective
Zhang, Mo
;
Geng, Ruoqi
;
Hong, Zhisheng
;
Song, Wenhao
; …
- In:
International journal of hospitality management
88
(
2020
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012293865
Saved in:
9
When service failure is interpreted as discrimination : emotion, power, and voice
Min, Hyounae
;
Kim, Hyun Jeong
- In:
International journal of hospitality management
82
(
2019
),
pp. 59-67
Persistent link: https://www.econbiz.de/10012121393
Saved in:
10
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:
11
Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Choi, Chang Hwan
;
Kim, Taegoo
;
Lee, Gyehee
;
Lee, Seung-kon
- In:
International journal of hospitality management
36
(
2014
),
pp. 272-285
Persistent link: https://www.econbiz.de/10010239278
Saved in:
12
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:
13
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
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