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~isPartOf:"International journal of internet marketing and advertising : IJIMA"
~isPartOf:"Journal of service research"
~person:"Hennig-Thurau, Thorsten"
~person:"Mattila, Anna S."
~subject:"Dienstleistungsqualität"
~subject:"USA"
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Dienstleistungsqualität
USA
Beziehungsmarketing
3
Customer satisfaction
3
Kundenzufriedenheit
3
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3
Beschwerdemanagement
2
Complaint management
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Consumer behaviour
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Konsumentenverhalten
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Service quality
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service recovery
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Brand image
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Robot
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anthropomorphism
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Hennig-Thurau, Thorsten
Mattila, Anna S.
Becker, Jan U.
2
Brady, Michael K.
2
Grégoire, Yany
2
Hollebeek, Linda D.
2
Lemon, Katherine N.
2
McColl-Kennedy, Janet R.
2
Ostrom, Amy L.
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Spann, Martin
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Albrecht, Arne Keno
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Béal, Mathieu
1
Casaló, Luis V.
1
Choi, Sungwoo
1
Cénophat, Sadrac
1
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International journal of internet marketing and advertising : IJIMA
Journal of service research
International journal of hospitality management
4
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Services marketing quarterly
2
The journal of services marketing
2
Erfolg durch Dienen? : Beiträge zur wertsteigernden Führung von Dienstleistungsunternehmen
1
Handbook of hospitality marketing management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
Journal of service management
1
Journal of the Academy of Marketing Science
1
Kundenbeziehungen im Dienstleistungsbereich
1
Psychology & marketing
1
Relationship marketing : gaining competitive advantage through customer satisfaction and customer retention
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
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ECONIS (ZBW)
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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:
2
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:
3
A branding model for web search engines
Zhang, Lu
;
Jansen, Bernard J.
;
Mattila, Anna S.
- In:
International journal of internet marketing and …
7
(
2012
)
3
,
pp. 195-216
Persistent link: https://www.econbiz.de/10009576341
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