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Journal of Hospitality Marketing & Management Volume 31, 2022 - Issue 2
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Research Article

Consumer complaining behavior in hospitality management

Petek Tosuna Assistant Professor of Marketing, Business Administration Department, MEF University, İstanbul, TurkeyCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-9228-8907
ORCID Icon,
Selime Sezginb Professor of Marketing, Business Administration Department, Istanbul Bilgi University, Istanbul, TurkeyORCID Iconhttps://orcid.org/0000-0002-2659-3639
ORCID Icon &
Nimet Urayc Professor of Marketing and Head of Business Administration Department, Kadir Has University, Istanbul, TurkeyORCID Iconhttps://orcid.org/0000-0003-2285-1845
ORCID Icon
Pages 247-264 | Published online: 24 Jul 2021

Citations (7)

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Minjeong Kang, Ejae Lee, Young Kim & Sung-Un Yang. (2023) A Test of a Dual Model of Positive and Negative EORs: Dialogic Employee Communication Perceptions Related to Employee-Organization Relationships and Employee Megaphoning Intentions1. Journal of Public Relations Research 35:3, pages 182-208.
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Articles from other publishers (6)

Tugrul Ayyildiz, Ahu Yazici Ayyildiz & Erdogan Koc. (2023) Illusion of control in service failure situations: customer satisfaction/dissatisfaction, complaints, and behavioural intentions. Current Psychology.
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Amit Kumar & Anupriya Kaur. (2022) Predicting complaint voicing or exit amidst Indian consumers: a CHAID analysis. Journal of Advances in Management Research 20:1, pages 55-78.
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Janina Haase, Klaus-Peter Wiedmann & Franziska Labenz. (2022) Brand hate, rage, anger & co.: Exploring the relevance and characteristics of negative consumer emotions toward brands. Journal of Business Research 152, pages 1-16.
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Xing'an Xu, Juan Liu & Dogan Gursoy. (2022) Emotional intelligence similarity in service recovery. Annals of Tourism Research 96, pages 103465.
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Raksmey Sann, Pei-Chun Lai, Shu-Yi Liaw & Chi-Ting Chen. (2022) Predicting Online Complaining Behavior in the Hospitality Industry: Application of Big Data Analytics to Online Reviews. Sustainability 14:3, pages 1800.
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Rekha S. Dange & Bharati B. Sayankar. 2022. Proceedings of 3rd International Conference on Machine Learning, Advances in Computing, Renewable Energy and Communication. Proceedings of 3rd International Conference on Machine Learning, Advances in Computing, Renewable Energy and Communication 103 114 .

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