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~accessRights:"restricted"
~person:"Mattila, Anna S."
~person:"Miao, Li"
~person:"Welpe, Isabell M."
~person:"Zerbe, Wilfred J."
~subject:"Kundenservice"
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Kundenservice
Emotion
34
Consumer behaviour
15
Konsumentenverhalten
15
Customer satisfaction
5
Führungskräfte
5
Kundenzufriedenheit
5
Managers
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Arbeitspsychologie
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Beziehungsmarketing
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Dienstleistungsqualität
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Organizational behaviour
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Relationship marketing
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Service quality
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Verhalten in Organisationen
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Beschwerdemanagement
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Complaint management
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Customer service
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Emotions
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Experiment
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Negative emotions
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Organizational psychology
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Mattila, Anna S.
Miao, Li
Welpe, Isabell M.
Zerbe, Wilfred J.
Prentice, Catherine
5
Gremler, Dwayne D.
4
Medler-Liraz, Hana
4
Delcourt, Cécile
3
Folse, Judith Anne Garretson
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Seger-Guttmann, Tali
3
Barnes, Donald C.
2
Black, William C.
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Chaker, Nawar N.
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Cheshin, Arik
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Gabriel, Allison S.
2
Gong, Taeshik
2
Gouthier, Matthias
2
Groth, Markus
2
Kleef, Gerben A. van
2
Ludwig, Nadine L.
2
Riel, Allard C. R. van
2
Wang, Xuequn
2
Zablah, Alex R.
2
Aattila, Anna S.
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Abney, Alexandra K.
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Agnihotri, Durgesh
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Ahmed Hassaan Mohammed Ali
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Al Khoury, Grace
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Angsuthon Srisuthisa-ard
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Arnold, Todd J.
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Ashforth, Blake E.
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Ashtar, Shelly
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International journal of hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
The journal of services marketing
1
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ECONIS (ZBW)
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1
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
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2
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
3
Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya
;
Miao, Li
;
Aattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
Saved in:
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