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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of the Academy of Marketing Science"
~person:"Mattila, Anna S."
~subject:"Consumer complaint behavior"
~subject:"Gender"
~subject:"Viral marketing"
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Consumer complaint behavior
Gender
Viral marketing
Beschwerdemanagement
5
Complaint management
5
Dienstleistungsqualität
4
Service quality
4
Beziehungsmarketing
3
Consumer behaviour
3
Customer satisfaction
3
Konsumentenverhalten
3
Kundenzufriedenheit
3
Relationship marketing
3
Service failure
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Service recovery
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Approach-avoidance
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Concern for face
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Construal level
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Cross-cultural study
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Cultural identity
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Culture
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Customer service
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Deviant behavior
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Deviant customer
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Discrete negative emotions
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Emotion
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Face-To-Face complaining
1
Gastronomie
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Geschlecht
1
Kulturelle Identität
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Kundenbindungsprogramm
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Kundenservice
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Loyalty program
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Other customers
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Perceived effort
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Recovery compensation
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Restaurant industry
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Service failure types
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USA
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United States
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Mattila, Anna S.
Ali, Faizan
1
Bonifield, Carolyn
1
Cole, Catherine A.
1
El-Manstrly, Dahlia
1
Fan, Alei
1
Golmohammadi, Alireza
1
Guo, Xiaoshu
1
Huey Chern Boo
1
Jahandideh, Behrouz
1
Law, Chun Hung Roberts
1
Liang, Sai
1
Line, Nathaniel D.
1
Meng, Fang
1
O'Gorman, Kevin D.
1
Taheri, Babak
1
Tan, Ching Yeng
1
Yang, Wan
1
Ye, Qiang
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International journal of hospitality management
Journal of the Academy of Marketing Science
Journal of hospitality marketing & management
1
Journal of service management
1
The journal of services marketing
1
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ECONIS (ZBW)
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How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
2
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
3
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
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