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~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:"Herrmann, Andreas"
~person:"Johnson, Lester W."
~person:"Mattila, Anna S."
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Search: "Customer relationship management"
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Beziehungsmarketing
11
Relationship marketing
11
Consumer behaviour
9
Konsumentenverhalten
9
Customer satisfaction
5
Kundenzufriedenheit
5
Dienstleistungsqualität
4
Service quality
4
Corporate Social Responsibility
3
Corporate social responsibility
3
Beschwerdemanagement
2
Complaint management
2
Kundenbindungsprogramm
2
Loyalty program
2
CSR
1
Cause-Related Marketing
1
Cause-related marketing
1
Cell phones
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Comparison
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Consumer behavior
1
Cultural identity
1
Customer
1
Customer delight
1
Customer engagement
1
Customer expectation
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Customer inertia
1
Customer service
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Dienstleistungssektor
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Ehrenamtliche Arbeit
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Erwartungsbildung
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Expectation
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Expectation formation
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Experiment
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Experimental design
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Explanations
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Fundraising
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Gender
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Geschlecht
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Kulturelle Identität
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11
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Herrmann, Andreas
Johnson, Lester W.
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
Gil Saura, Irene
2
Gustafsson, Anders
2
Han, Heesup
2
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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
9
Journal of business research : JBR
6
Journal of business economics : JBE
5
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF
5
Journal of hospitality marketing & management
3
Kundenorientierung von Banken : Strategien für Kundennähe und effektives Beziehungsmanagement
3
Services marketing quarterly
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 research
2
Journal of strategic marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
2
Zeitschrift für Planung : ZP
2
Asia Pacific journal of marketing and logistics
1
Automobilmarktforschung : Nutzenorientierung von Pkw-Herstellern
1
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Die Bank
1
Die Betriebswirtschaft : DBW
1
European journal of marketing
1
Finanzwirtschaft
1
GDI-Impuls : Wissensmagazin für Wirtschaft, Gesellschaft, Handel
1
Handbook of hospitality marketing management
1
Handbook of research on customer engagement
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 advertising : the quarterly review of marketing communications
1
International journal of contemporary hospitality management
1
International journal of internet marketing and advertising : IJIMA
1
International journal of services technology and management
1
Journal of economic psychology : research in economic psychology and behavioral economics
1
Journal of marketing management : MM
1
Journal of marketing research
1
Journal of retailing
1
Journal of retailing and consumer services
1
Journal of service management
1
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
1
Kundenzufriedenheit und Kundenbindung : Strategien und Instrumente von Finanzdienstleistern
1
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ECONIS (ZBW)
11
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1
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:
2
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:
3
Inertia in services : causes and consequences for switching
Gray, David
;
D'Alessandro, Steven
;
Johnson, Lester W.
; …
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 485-498
Persistent link: https://www.econbiz.de/10011801570
Saved in:
4
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:
5
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:
6
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:
7
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:
8
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:
9
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:
10
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
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