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~isPartOf:"European retail research"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"The journal of services marketing"
~person:"Gil Saura, Irene"
~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
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Search: "Customer relationship management"
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Beziehungsmarketing
12
Relationship marketing
12
Consumer behaviour
8
Konsumentenverhalten
8
Customer satisfaction
6
Kundenzufriedenheit
6
Corporate Social Responsibility
3
Corporate social responsibility
3
Dienstleistungsqualität
3
Service quality
3
Beschwerdemanagement
2
Complaint management
2
Customer service
2
Einzelhandel
2
Kundenbindungsprogramm
2
Kundenservice
2
Loyalty
2
Loyalty program
2
Retail trade
2
Betriebliche Wertschöpfung
1
Brand equity
1
Brand image
1
Brand management
1
CSR
1
Cause-Related Marketing
1
Cause-related marketing
1
Comparison
1
Consumer behavior
1
Cultural identity
1
Customer
1
Customer delight
1
Customer engagement
1
Customer expectation
1
Customer integration
1
Customer value
1
Dienstleistungssektor
1
Ehrenamtliche Arbeit
1
Erwartungsbildung
1
Expectation
1
Expectation formation
1
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12
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English
12
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Gil Saura, Irene
Herrmann, Andreas
Mattila, Anna S.
Klaus, Philipp
6
Kim, Eojina
4
So, Kevin Kam Fung
4
Tanford, Sarah
4
Tang, Liang
4
Aksoy, Lerzan
3
Alkire, Linda
3
Benoit, Sabine
3
Bruce, Helen L.
3
Burton, Jamie
3
Dagger, Tracey S.
3
Gruber, Thorsten
3
Grönroos, Christian
3
Hanks, Lydia
3
Harris, Lloyd C.
3
Heinonen, Kristina
3
Hollebeek, Linda D.
3
Holloway, Betsy Bugg
3
Lee, Seonjeong
3
Line, Nathaniel D.
3
Raab, Carola
3
Arteaga-Moreno, Francisco
2
Baker, Melissa A.
2
Barnes, Donald C.
2
Basso, Kenny
2
Beatty, Sharon E.
2
Benkenstein, Martin
2
Black, Hulda G.
2
Chi, Christina Geng-qing
2
Choi, Beom Joon
2
Collier, Joel E.
2
Del Chiappa, Giacomo
2
Frow, Pennie
2
Furrer, Olivier
2
Gabler, Colin B.
2
Gallarza, Martina G.
2
Gustafsson, Anders
2
Han, Heesup
2
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European retail research
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
The journal of services marketing
International journal of hospitality management
11
Journal of business economics : JBE
5
Journal of hospitality marketing & management
5
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF
5
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
4
Journal of business research : JBR
3
Kundenorientierung von Banken : Strategien für Kundennähe und effektives Beziehungsmanagement
3
The journal of brand management : an international journal
3
Cornell hospitality quarterly : CQ
2
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
2
Journal of service management
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Journal of vacation marketing : an international journal
2
Management decision : MD
2
Services marketing quarterly
2
The international review of retail, distribution and consumer research
2
The journal of product & brand management
2
The service industries journal
2
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
2
Zeitschrift für Planung : ZP
2
Automobilmarktforschung : Nutzenorientierung von Pkw-Herstellern
1
Big data and innovation in tourism, travel, and hospitality : managerial approaches, techniques, and applications
1
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Die Bank
1
Die Betriebswirtschaft : DBW
1
Finanzwirtschaft
1
GDI-Impuls : Wissensmagazin für Wirtschaft, Gesellschaft, Handel
1
Handbook of hospitality marketing management
1
Harvard-Business-Manager : das Wissen der Besten
1
How to succeed in the digital age : strategies from 17 top managers
1
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
International journal of retail and distribution management
1
Journal of economic psychology : research in economic psychology and behavioral economics
1
Journal of electronic commerce research : JECR
1
Journal of industrial and business economics
1
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ECONIS (ZBW)
12
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1
The impact of value co-creation in sustainable services : understanding generational differences
Bordian, Mariia
;
Gil Saura, Irene
;
Šerić, Maja
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 155-167
Persistent link: https://www.econbiz.de/10013542917
Saved in:
2
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
3
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
4
Innovation as a key to strengthen the effect of relationship benefits on loyalty in retailing
Ruiz-Molina, Maria-Eugenia
;
Gil Saura, Irene
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 131-141
Persistent link: https://www.econbiz.de/10011654602
Saved in:
5
Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.
;
Wu, Luorong
;
Choi, Choongbeom
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 519-528
Persistent link: https://www.econbiz.de/10011615541
Saved in:
6
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
7
The impact of other customers on customer experiences : a psychological distance perspective
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
1
,
pp. 77-99
Persistent link: https://www.econbiz.de/10009772548
Saved in:
8
Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Kim, Kyungmin
;
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
5
,
pp. 361-370
Persistent link: https://www.econbiz.de/10010127939
Saved in:
9
Corporate volunteering programs and conumer perceptions : a information processing perspective
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 572-578
Persistent link: https://www.econbiz.de/10010231168
Saved in:
10
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
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