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~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Total quality management & business excellence : an official journal of the European Society for Organisational Excellence"
~person:"Abosag, Ibrahim"
~person:"Casadesús, Martí"
~person:"Mattila, Anna S."
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Beschwerdemanagement
4
Complaint management
4
Dienstleistungsqualität
4
Service quality
4
Consumer behaviour
3
Konsumentenverhalten
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Customer satisfaction
2
Gastgewerbe
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Hospitality industry
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Kundenzufriedenheit
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Beziehungsmarketing
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Customer service
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Deutschland
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ISO 9001
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Kano theory of attractive quality
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Quality management
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Qualitätsmanagement
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Relationship marketing
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Service management
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Standardisierung
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complaint handling
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cross-national comparison
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customer loyalty
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customer satisfaction
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online banking
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perceived value
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service encounters
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service recovery
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Abosag, Ibrahim
Casadesús, Martí
Mattila, Anna S.
Bradley, Graham L.
2
Chi, Christina Geng-Qing
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Huang, Zhuowei
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Jang, Soocheong
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Karatepe, Osman M.
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Miao, Li
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Ro, Heejung
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International journal of contemporary hospitality management
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
International journal of hospitality management
5
Journal of hospitality marketing & management
3
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
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Journal of international consumer marketing
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Journal of retailing
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The TQM journal : the international review of organizational improvement
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ECONIS (ZBW)
4
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1
The revitalising effect of ISO 9001 on dissatisfied customers
Petnji Yaya, Luc Honore
;
Marimon, Frederic
;
Casadesús, …
- In:
Total quality management & business excellence : an …
25
(
2014
)
8
,
pp. 856-864
Persistent link: https://www.econbiz.de/10010393804
Saved in:
2
Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten
;
Abosag, Ibrahim
;
Reppel, Alexander
; …
- In:
Total quality management & business excellence : an …
24
(
2013
)
11
,
pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056
Saved in:
3
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
Saved in:
4
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
32
(
2008
)
1
,
pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
Saved in:
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