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~isPartOf:"Journal of service research"
~isPartOf:"The journal of services marketing"
~person:"Herrmann, Andreas"
~person:"Johnson, Lester W."
~person:"Mattila, Anna S."
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Beziehungsmarketing
10
Relationship marketing
10
Consumer behaviour
8
Konsumentenverhalten
8
Customer satisfaction
6
Kundenzufriedenheit
6
Dienstleistungsqualität
5
Service quality
5
Beschwerdemanagement
4
Complaint management
4
Corporate Social Responsibility
3
Corporate social responsibility
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service recovery
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CSR
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Customer
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Customer delight
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Customer expectation
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Dienstleistungssektor
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Herrmann, Andreas
Johnson, Lester W.
Mattila, Anna S.
Klaus, Philipp
7
Hollebeek, Linda D.
6
McColl-Kennedy, Janet R.
5
Gustafsson, Anders
4
Aksoy, Lerzan
3
Alkire, Linda
3
Beatty, Sharon E.
3
Benoit, Sabine
3
Brady, Michael K.
3
Bruce, Helen L.
3
Burton, Jamie
3
Dagger, Tracey S.
3
Groth, Markus
3
Gruber, Thorsten
3
Grönroos, Christian
3
Harris, Lloyd C.
3
Heinonen, Kristina
3
Holloway, Betsy Bugg
3
Lemon, Katherine N.
3
Voorhees, Clay M.
3
Barnes, Donald C.
2
Basso, Kenny
2
Becker, Jan U.
2
Benkenstein, Martin
2
Black, Hulda G.
2
Brodie, Roderick J.
2
Choi, Beom Joon
2
Collier, Joel E.
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Frow, Pennie
2
Furrer, Olivier
2
Gabler, Colin B.
2
Gil Saura, Irene
2
Grégoire, Yany
2
Hansen, John D.
2
Hochstein, Bryan
2
Hogreve, Jens
2
Houston, Mark B.
2
Jaakkola, Elina
2
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Journal of service research
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 & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
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 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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1
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
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
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:
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
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:
9
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:
10
Does "true" personal or service loyalty last? : a longitudinal study
Bove, Liliana L.
;
Johnson, Lester W.
- In:
The journal of services marketing
23
(
2009
)
3
,
pp. 187-194
Persistent link: https://www.econbiz.de/10009525754
Saved in:
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