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~isPartOf:"European management journal"
~isPartOf:"Foundations and trends in marketing : FTMKT"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of retailing"
~isPartOf:"Journal of service research"
~isPartOf:"Tourism management : research, policies, practice"
~person:"Blut, Markus"
~person:"Cronin, J. J."
~person:"Fu, Xiaoxiao"
~person:"Fumagalli, Elena"
~person:"Kim, Taegoo"
~person:"Mattila, Anna S."
~person:"Neslin, Scott A."
~person:"Verhoef, Peter C."
~subject:"Beziehungsmarketing"
~subject:"Brand image"
~subject:"Credibility"
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Search: "Customer relationship management"
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| 17 applied filters
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Beziehungsmarketing
Brand image
Credibility
Relationship marketing
38
Customer satisfaction
20
Kundenzufriedenheit
20
Consumer behaviour
19
Konsumentenverhalten
19
Dienstleistungsqualität
12
Service quality
12
Beschwerdemanagement
8
Complaint management
8
Einzelhandel
5
Emotion
5
Retail trade
5
Customer service
4
E-commerce
4
Electronic Commerce
4
Hotel industry
4
Hotellerie
4
Kundenbindungsprogramm
4
Kundenservice
4
Loyalty program
4
Brand management
3
Distribution channel
3
Loyalty
3
Markenführung
3
Service recovery
3
Stress
3
Vertriebsweg
3
Work stress
3
Customer delight
2
Customer experience
2
Customer journey
2
Customer retention
2
Gastronomie
2
Holiday behaviour
2
Internet
2
Internet marketing
2
Kundenbindung
2
Loyalty reward programs
2
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14
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Article
37
Book / Working Paper
1
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Article in journal
37
Aufsatz in Zeitschrift
37
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English
38
Author
All
Blut, Markus
Cronin, J. J.
Fu, Xiaoxiao
Fumagalli, Elena
Kim, Taegoo
Mattila, Anna S.
Neslin, Scott A.
Verhoef, Peter C.
Han, Heesup
19
Jang, Soocheong
10
Hyun, Sunghyup Sean
9
Wong, IpKin Anthony
9
Grewal, Dhruv
8
Qu, Hailin
8
Lemon, Katherine N.
7
Busser, James A.
6
Kim, Wansoo
6
So, Kevin Kam Fung
6
Hwang, Jinsoo
5
Noble, Stephanie M.
5
Shulga, Lenna V.
5
Song, Hak-jun
5
Tanford, Sarah
5
Ahn, Jiseon
4
Bai, Billy
4
Gustafsson, Anders
4
Hanks, Lydia
4
Kim, Woo Gon
4
Lee, Choong-Ki
4
Lee, Jin-soo
4
Lu, Lu
4
Prentice, Catherine
4
Ryu, Kisang
4
Tajeddini, Kayhan
4
Torres, Edwin N.
4
Walsh, Gianfranco
4
Yu, Jongsik
4
Back, Ki-Joon
3
Brady, Michael K.
3
Cai, Ruiying
3
Chua, Bee-Lia
3
DiPietro, Robin B.
3
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Published in...
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European management journal
Foundations and trends in marketing : FTMKT
International journal of hospitality management
Journal of retailing
Journal of service research
Tourism management : research, policies, practice
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
9
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
8
The journal of services marketing
7
Journal of business research : JBR
6
Journal of marketing
6
Journal of the Academy of Marketing Science
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Journal of service research : JSR
4
ERIM report series research in management
3
Journal of hospitality marketing & management
3
Marketing letters : a journal of research in marketing
3
Tuck School of Business working paper / Tuck School of Business at Dartmouth
3
Cornell hospitality quarterly : CQ
2
Handbook of research on customer equity in marketing
2
International journal of contemporary hospitality management
2
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
Journal of retailing and consumer services
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Manuskripte aus den Instituten für Betriebswirtschaftslehre der Universität Kiel
2
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
2
Service business
2
Services marketing quarterly
2
SpringerLink / Bücher
2
Customer engagement : contemporary issues and challenges
1
Die Betriebswirtschaft : DBW
1
ERIM Report Series Reference
1
Economia delle fonti di energia e dell'ambiente
1
From Little's law to marketing science : essays in honor of John D.C. Little
1
Gabler Edition Wissenschaft / Unternehmenskooperation und Netzwerkmanagement
1
Handbook of hospitality marketing management
1
Handbook of marketing strategy
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International Journal of Hospitality and Event Management
1
International Series in Quantitative Marketing
1
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ECONIS (ZBW)
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1
More than machines : the role of the future retail salesperson in enhancing the customer experience
Pappas, Alec
;
Fumagalli, Elena
;
Rouziou, Maria
; …
- In:
Journal of retailing
99
(
2023
)
4
,
pp. 518-531
Persistent link: https://www.econbiz.de/10014465643
Saved in:
2
The omnichannel continuum : integrating online and offline channels along the customer journey
Neslin, Scott A.
- In:
Journal of retailing
98
(
2022
)
1
,
pp. 111-132
Persistent link: https://www.econbiz.de/10013207544
Saved in:
3
Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi
;
Fumagalli, Elena
- In:
Journal of retailing
98
(
2022
)
3
,
pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
Saved in:
4
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
5
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:
6
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
Saved in:
7
An empathy lens into peer service providers : personal versus commercial hosts
Shuqair, Saleh
;
Pinto, Diego Costa
;
Mattila, Anna S.
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013328029
Saved in:
8
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
9
The dark side of customer participation : when customer participation in service co-development leads to role stress
Blut, Markus
;
Heirati, Nima
;
Schoefer, Klaus
- In:
Journal of service research
23
(
2020
)
2
,
pp. 156-173
Persistent link: https://www.econbiz.de/10012216513
Saved in:
10
The social influence of other consumers on consumers’ reward donations
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
77
(
2019
),
pp. 504-511
Persistent link: https://www.econbiz.de/10011988872
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