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isPartOf:"Journal of marketing management : MM"
~isPartOf:"Journal of service research"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~subject:"Konsumentenverhalten"
~subject:"Kundenintegration"
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Complaint management
Konsumentenverhalten
Kundenintegration
Beschwerdemanagement
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Consumer behaviour
2
Customer satisfaction
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Dienstleistungsqualität
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Service quality
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service recovery
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Robot
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anthropomorphism
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customer complaining
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Mattila, Anna S.
Hollebeek, Linda D.
4
Lemon, Katherine N.
3
Brady, Michael K.
2
Buttle, Francis A.
2
Conduit, Jodie
2
Dessart, Laurence
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Grégoire, Yany
2
Hart, Cathy
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2
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Journal of marketing management : MM
Journal of service research
International journal of hospitality management
7
The journal of services marketing
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of business research : JBR
2
Journal of hospitality marketing & management
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Services marketing quarterly
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Cornell hospitality quarterly : CQ
1
Journal of retailing
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Journal of service management
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Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
2
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
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