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~isPartOf:"Journal of marketing"
~isPartOf:"The journal of services marketing"
~person:"Bejou, David"
~person:"Mattila, Anna S."
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Beschwerdemanagement
4
Complaint management
4
Beziehungsmarketing
3
Consumer behaviour
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Konsumentenverhalten
3
Relationship marketing
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Customer satisfaction
2
Dienstleistungsqualität
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Service quality
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Airline
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Anthropomorphism
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Bejou, David
Mattila, Anna S.
Beatty, Sharon E.
2
Hoffman, K. Douglas
2
Matos, Celso Augusto de
2
Svari, Sander
2
Svensson, Göran
2
Wang, Sijun
2
Abney, Alexandra K.
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Allard, Thomas
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Chintagunta, Pradeep K.
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Chou, En-Yi
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Chu, Junhong
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Chung-Herrera, Beth G.
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Collier, Joel E.
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Journal of marketing
The journal of services marketing
International journal of hospitality management
5
Journal of hospitality marketing & management
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Journal of international consumer marketing
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ECONIS (ZBW)
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Retrospective: service failure and loyalty : an exploratory empirical study of airline customers
Palmer, Adrian
;
Bejou, David
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 480-484
Persistent link: https://www.econbiz.de/10011615517
Saved in:
2
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
3
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:
4
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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