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Customer satisfaction
153
Kundenzufriedenheit
153
Dienstleistungsqualität
96
Service quality
96
Consumer behaviour
91
Konsumentenverhalten
91
Beziehungsmarketing
64
Relationship marketing
64
Hotel industry
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Hotellerie
46
Gastronomie
34
Restaurant industry
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Beschwerdemanagement
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Complaint management
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Emotion
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satisfaction
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service quality
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Viral marketing
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Virales Marketing
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customer satisfaction
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Arbeitszufriedenheit
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Brand management
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Han, Heesup
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Bilgihan, Anil
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DiPietro, Robin B.
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Goh, Ben
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3
Prayag, Girish
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Qu, Hailin
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Ma, Emily
2
Mattila, Anna S.
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Mostafa Rasoolimanesh, S.
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Journal of hospitality marketing & management
Journal of retailing and consumer services
421
International journal of hospitality management
355
Journal of business research : JBR
290
The journal of services marketing
191
The service industries journal
171
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
171
Tourism management : research, policies, practice
167
Journal of travel and tourism marketing
162
International journal of contemporary hospitality management
140
Services marketing quarterly
99
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
94
Journal of air transport management
88
Journal of service research : JSR
88
Asia Pacific journal of marketing and logistics
85
Service business
85
Cogent business & management
83
The TQM journal : the international review of organizational improvement
83
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
81
Tourism management perspectives : TMP
81
Psychology & marketing
77
International Journal of Research in Business and Social Science : IJRBS
73
International journal of productivity and quality management : IJPQM
73
Journal of the Academy of Marketing Science
72
Journal of service management
70
Industrial marketing management : the international journal for industrial and high-tech firms
69
The international journal of bank marketing : IJBM
66
Total quality management & business excellence
65
International journal of quality and service sciences
64
SpringerLink / Bücher
64
International journal of services and operations management
63
Journal of strategic marketing
63
Tourism analysis : an interdisciplinary tourism & hospitality journal
61
European journal of marketing : EJM
59
Journal of Asian finance, economics and business : JAFEB
59
Managing service quality : MSQ ; an international journal
57
International journal of quality & reliability management
53
International journal of services, economics and management
53
Journal of marketing
52
Journal of retailing
52
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ECONIS (ZBW)
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1
Effect of value co-creation on customer satisfaction : the mediating role of brand equity
González-Mansilla, Oscar Luis
;
Serra Cantallops, Antoni
; …
- In:
Journal of hospitality marketing & management
32
(
2023
)
2
,
pp. 242-263
Persistent link: https://www.econbiz.de/10013545839
Saved in:
2
Customer delight, engagement, experience, value co-creation, place identity, and revisit intention : a new conceptual framework
Shoukat, Muhammad Haroon
;
Ramkissoon, Haywantee
- In:
Journal of hospitality marketing & management
31
(
2022
)
6
,
pp. 757-775
Persistent link: https://www.econbiz.de/10013327890
Saved in:
3
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:
4
Who’s asking? : social platform and research sponsors' identity biases in guests' hospitality experience-reviews : a case study of Spanish hotels
Woodside, Arch G.
;
Bernal, Pedro Mir
;
Garraza, Teresa Sabada
- In:
Journal of hospitality marketing & management
33
(
2024
)
2
,
pp. 233-250
Persistent link: https://www.econbiz.de/10014511803
Saved in:
5
Do corporate social responsibility (CSR) initiatives boost customer retention in the hotel industry? : a moderation-mediation approach
Srivastava, Shalini
;
Singh, Nidhi
- In:
Journal of hospitality marketing & management
30
(
2021
)
4
,
pp. 459-485
Persistent link: https://www.econbiz.de/10012549269
Saved in:
6
Hospitality services in the post COVID-19 era : are we ready for high-tech and no touch service delivery in smart hotels?
Chen, Shu-Hsiang
;
Tzeng, Shian-Yang
;
Tham, Aaron
;
Chu, …
- In:
Journal of hospitality marketing & management
30
(
2021
)
8
,
pp. 905-928
Persistent link: https://www.econbiz.de/10012649558
Saved in:
7
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:
8
Sexual orientation identity matters : lesbian, gay, and bi-sexual customers’ perceptions of service encounters
Ro, Heejung
- In:
Journal of hospitality marketing & management
32
(
2023
)
1
,
pp. 75-94
Persistent link: https://www.econbiz.de/10013545807
Saved in:
9
Corporate social responsibility authenticity as an antecedent to customer citizenship behavior : evidence from hospitality industry in Taiwan
Dung Minh Nguyen
;
Chiu, Yen-Ting Helena
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 477-504
Persistent link: https://www.econbiz.de/10014281024
Saved in:
10
Antecedents of proactive customer service performance in hospitality : a meta-analysis
Yan, Zhen
;
Mansor, Zuraina Dato’
;
Choo, Wei Chong
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 505-529
Persistent link: https://www.econbiz.de/10014281028
Saved in:
11
A social exchange perspective on boosting customer loyalty through culturally competent servers
Hsiao, Aaron
;
Ma, Emily Jintao
;
Manfreda, Anita
;
Baker, …
- In:
Journal of hospitality marketing & management
32
(
2023
)
4
,
pp. 555-577
Persistent link: https://www.econbiz.de/10014281039
Saved in:
12
Demystifying meal-sharing experiences through a combination of PLS-SEM and fsQCA
Cifci, Ibrahim
;
Kahraman, Onur Cuneyt
;
Tiwari, Sunil
; …
- In:
Journal of hospitality marketing & management
32
(
2023
)
7
,
pp. 843-869
Persistent link: https://www.econbiz.de/10014369545
Saved in:
13
Key dimensions of memorable gastronomic experience : application of q-methodology
Rašan, Dora
;
Laškarin Ažić, Marina
- In:
Journal of hospitality marketing & management
32
(
2023
)
5
,
pp. 615-630
Persistent link: https://www.econbiz.de/10014319781
Saved in:
14
Effect of situational factors (control, convenience, time pressure, and order complexity) on customers' self-service technology choices
Kim, Minjung
;
Kim, Yejin
;
Lee, Gyumin
- In:
Journal of hospitality marketing & management
32
(
2023
)
5
,
pp. 649-669
Persistent link: https://www.econbiz.de/10014319786
Saved in:
15
Influence of customer personality on perceived attractiveness and similarity in a food service context
Hong, EunPyo
;
Ahn, Jiseon
- In:
Journal of hospitality marketing & management
32
(
2023
)
6
,
pp. 745-766
Persistent link: https://www.econbiz.de/10014319794
Saved in:
16
Determinants of customer loyalty to online food service delivery : evidence from Indonesia, Taiwan, and New Zealand
Rombach, Meike
;
Kartikasari, Ani
;
Dean, David L.
; …
- In:
Journal of hospitality marketing & management
32
(
2023
)
6
,
pp. 818-842
Persistent link: https://www.econbiz.de/10014319800
Saved in:
17
Examining the effects of AI contactless services on customer psychological safety, perceived value, and hospitality service quality during the COVID‐19 pandemic
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
Journal of hospitality marketing & management
31
(
2022
)
1
,
pp. 24-48
Persistent link: https://www.econbiz.de/10012821044
Saved in:
18
A silver lining in the COVID-19 cloud : examining customers' value perceptions, willingness to use and pay more for robotic restaurants
Chuah, Stephanie Hui-wen
;
Eugene Cheng-xi Aw
;
Cheng, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
1
,
pp. 49-76
Persistent link: https://www.econbiz.de/10012821047
Saved in:
19
Improved or decreased? : customer experience with self-service technology versus human service in hotels in China
Liu, Chun
;
Hung, Kam
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 176-204
Persistent link: https://www.econbiz.de/10012821092
Saved in:
20
More is not always better : determinants of choice overload and satisfaction with customization in fast casual restaurants
Park, Soona
;
Kang, Jiyun
- In:
Journal of hospitality marketing & management
31
(
2022
)
2
,
pp. 205-225
Persistent link: https://www.econbiz.de/10012821093
Saved in:
21
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:
22
Examining the antecedents and effects of hotel corporate reputation on customers' loyalty and citizenship behavior : an integrated framework
O'Connor, Peter
;
Assaker, Guy
- In:
Journal of hospitality marketing & management
31
(
2022
)
5
,
pp. 640-661
Persistent link: https://www.econbiz.de/10013327205
Saved in:
23
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:
24
Antecedents and consequences of new technology application behavior on word of mouth : the moderating roles of perceived interactivity
Liu, Chih-Hsing
;
Horng, Jeou-Shyan
;
Chou, Sheng-Fang
; …
- In:
Journal of hospitality marketing & management
31
(
2022
)
7
,
pp. 872-898
Persistent link: https://www.econbiz.de/10013357143
Saved in:
25
Antecedents of social capital and its impact on satisfaction and Loyalty
Kim, Mi Ran
;
Cichy, Ronald F.
;
Zhang, Lu
;
Yu, JungHee
- In:
Journal of hospitality marketing & management
28
(
2019
)
2
,
pp. 263-284
Persistent link: https://www.econbiz.de/10012176613
Saved in:
26
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:
27
Emotional exhaustion and its consequences for hotel service quality : the critical role of workload and supervisor support
Grobelna, Aleksandra
- In:
Journal of hospitality marketing & management
30
(
2021
)
4
,
pp. 395-418
Persistent link: https://www.econbiz.de/10012549261
Saved in:
28
How features embedded in eWOM predict hotel guest satisfaction : an application of artificial neural networks
Aakash, Aakash
;
Tandon, Abhishek
;
Aggarwal, Anu Gupta
- In:
Journal of hospitality marketing & management
30
(
2021
)
4
,
pp. 486-507
Persistent link: https://www.econbiz.de/10012549271
Saved in:
29
Effects of social interaction flow on experiential quality, service quality and satisfaction : moderating effects of self-service technologies to reduce employee interruptions
Wu, Xuanjin
;
Gursoy, Dogan
;
Zhang, Meng
- In:
Journal of hospitality marketing & management
30
(
2021
)
5
,
pp. 571-591
Persistent link: https://www.econbiz.de/10012549286
Saved in:
30
The impact of hotel servicescape on customer mindfulness and brand experience : the moderating role of length of stay
Haobin, Ye Ben
;
Huiyue, Ye
;
Peng, Li
;
Fong, Lawrence …
- In:
Journal of hospitality marketing & management
30
(
2021
)
5
,
pp. 592-610
Persistent link: https://www.econbiz.de/10012549287
Saved in:
31
Does brand love matter to casual restaurants? : a multi-group path analysis
Shen, Ye
;
Huang, Shuyue
;
Choi, Hwansuk Chris
;
Morrison, …
- In:
Journal of hospitality marketing & management
30
(
2021
)
5
,
pp. 630-654
Persistent link: https://www.econbiz.de/10012549290
Saved in:
32
A fine-grained sentiment analysis of online guest reviews of economy hotels in China
Luo, Jiaqi
;
Huang, Songshan
;
Wang, Renwu
- In:
Journal of hospitality marketing & management
30
(
2021
)
1
,
pp. 71-95
Persistent link: https://www.econbiz.de/10012423257
Saved in:
33
Accommodation eWOM in the sharing economy : automated text comparisons from a large sample
Pitt, Christine
;
Plangger, Kirk
;
Eriksson, Theresa
- In:
Journal of hospitality marketing & management
30
(
2021
)
2
,
pp. 258-275
Persistent link: https://www.econbiz.de/10012423292
Saved in:
34
Antecedents and outcomes of dining experience satisfaction in ethnic restaurants : the moderating role of food neophobia
El-Said, Osman Ahmed
;
Smith, Michael
;
Al Ghafri, Wijdan
- In:
Journal of hospitality marketing & management
30
(
2021
)
7
,
pp. 799-824
Persistent link: https://www.econbiz.de/10012649548
Saved in:
35
Temporal effects of online customer reviews on restaurant visit intention : the role of perceived risk
Pan, Huifeng
;
Ha, Hong Youl
- In:
Journal of hospitality marketing & management
30
(
2021
)
7
,
pp. 825-844
Persistent link: https://www.econbiz.de/10012649551
Saved in:
36
Customer engagement research in hospitality and tourism : a systematic review
Chen, Shuping
;
Han, Xiaoyun
;
Bilgihan, Anil
;
Okumus, Fevzi
- In:
Journal of hospitality marketing & management
30
(
2021
)
7
,
pp. 871-904
Persistent link: https://www.econbiz.de/10012649557
Saved in:
37
Effects of social perceptions and organizational commitment on restaurant performance
Bufquin, Diego
;
DiPietro, Robin B.
;
Park, Jeong-Yeol
; …
- In:
Journal of hospitality marketing & management
26
(
2017
)
7
,
pp. 752-769
Persistent link: https://www.econbiz.de/10011784024
Saved in:
38
Does customer experience management pay off? : evidence from local versus global hotel brands in South Korea
Yoon, Sung-Joon
;
Lee, Hyong-june
- In:
Journal of hospitality marketing & management
26
(
2017
)
6
,
pp. 585-605
Persistent link: https://www.econbiz.de/10011754045
Saved in:
39
Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels
Assaker, Guy
;
O'Connor, Peter
;
El Haddad, Rania
- In:
Journal of hospitality marketing & management
29
(
2020
)
8
,
pp. 934-955
Persistent link: https://www.econbiz.de/10012384382
Saved in:
40
Developing relationship quality in economy hotels : the role of perceived justice, service quality, and commercial friendship
Chi, Christina Geng-Qing
;
Wen, Biyan
;
Ouyang, Zhe
- In:
Journal of hospitality marketing & management
29
(
2020
)
8
,
pp. 1027-1051
Persistent link: https://www.econbiz.de/10012384387
Saved in:
41
The impact of artificial intelligence and employee service quality on customer satisfaction and loyalty
Prentice, Catherine
;
Lopes, Sergio Dominique
;
Wang, Xuequn
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 739-756
Persistent link: https://www.econbiz.de/10012312148
Saved in:
42
Impacts of Halal-friendly services, facilities, and food and Beverages on Muslim travelers' perceptions of service quality attributes, perceived price, satisfaction, trust, and loy...
Jeaheng, Yoksamon
;
Al-Ansi, Amr
;
Han, Heesup
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 787-811
Persistent link: https://www.econbiz.de/10012312152
Saved in:
43
An examination of experiential quality, nostalgia, place attachment and behavioral intentions of hospitality customers
Tsai, Chen-Tsang
;
Hsu, Hsuan
;
Chen, Chia-Chi
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 869-885
Persistent link: https://www.econbiz.de/10012312159
Saved in:
44
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan
;
DiPietro, Robin B.
;
Fan, Alei
- In:
Journal of hospitality marketing & management
29
(
2020
)
1
,
pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Saved in:
45
Well-being, affective commitment and job satisfaction : influences on turnover intentions in casual dining employees
DiPietro, Robin B.
;
Moreo, Andrew
;
Cain, Lisa
- In:
Journal of hospitality marketing & management
29
(
2020
)
2
,
pp. 139-163
Persistent link: https://www.econbiz.de/10012256124
Saved in:
46
Ambience and social interaction effects on customer patronage of traditional coffeehouses : insights from kopitiams
Lim, Weng Marc
;
Teck Weng Jee
;
Kar Seng Loh
;
Chai, Elena
- In:
Journal of hospitality marketing & management
29
(
2020
)
2
,
pp. 182-201
Persistent link: https://www.econbiz.de/10012256128
Saved in:
47
Impact of cultural contact on satisfaction and attachment : mediating roles of creative experiences and cultural memories
Li, Yong-Quan
;
Liu, Chih-Hsing
- In:
Journal of hospitality marketing & management
29
(
2020
)
2
,
pp. 221-245
Persistent link: https://www.econbiz.de/10012256130
Saved in:
48
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:
49
Impact of tangible and intangible restaurant attributes on overall experience : a consumer oriented approach
Karamustafa, Kurtulus
;
Ülker, Pembe
- In:
Journal of hospitality marketing & management
29
(
2020
)
4
,
pp. 404-427
Persistent link: https://www.econbiz.de/10012256143
Saved in:
50
Effects of nature-based solutions (NBS) on eco-friendly hotel guests' mental health perceptions, satisfaction, switching barriers, and revisit intentions
Han, Heesup
;
Yu, Jongsik
;
Hyun, Sunghyup Sean
- In:
Journal of hospitality marketing & management
29
(
2020
)
5
,
pp. 592-611
Persistent link: https://www.econbiz.de/10012256154
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