//--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~isPartOf:"Journal of travel research : a quarterly publication of the Travel and Tourism Research Association"
~isPartOf:"The journal of services marketing"
~person:"Gil Saura, Irene"
~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: "Customer relationship management"
Narrow search
Delete all filters
| 5 applied filters
Year of publication
From:
To:
Subject
All
Beziehungsmarketing
10
Relationship marketing
10
Consumer behaviour
7
Konsumentenverhalten
7
Customer satisfaction
6
Kundenzufriedenheit
6
Corporate Social Responsibility
3
Corporate social responsibility
3
Kundenbindungsprogramm
3
Loyalty program
3
Beschwerdemanagement
2
Complaint management
2
Loyalty
2
Airline
1
Betriebliche Wertschöpfung
1
Brand equity
1
Brand image
1
Brand management
1
CSR
1
Comparison
1
Consumer behavior
1
Cultural identity
1
Customer
1
Customer delight
1
Customer engagement
1
Customer expectation
1
Customer integration
1
Customer service
1
Customer value
1
Dienstleistungsqualität
1
Dienstleistungssektor
1
Ehrenamtliche Arbeit
1
Einzelhandel
1
Erwartungsbildung
1
Expectation
1
Expectation formation
1
Experiment
1
Experimental design
1
Explanations
1
Fluggesellschaft
1
more ...
less ...
Online availability
All
Undetermined
6
Type of publication
All
Article
10
Type of publication (narrower categories)
All
Article in journal
10
Aufsatz in Zeitschrift
10
Language
All
English
10
Author
All
Gil Saura, Irene
Herrmann, Andreas
Mattila, Anna S.
Klaus, Philipp
6
Hollebeek, Linda D.
5
Heinonen, Kristina
4
Ribeiro, Manuel Alector
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
Harris, Lloyd C.
3
Holloway, Betsy Bugg
3
Hsu, Cathy H. C.
3
King, Ceridwyn
3
Perdue, Richard R.
3
Shin, Hakseung
3
So, Kevin Kam Fung
3
Barnes, Donald C.
2
Basso, Kenny
2
Beatty, Sharon E.
2
Benkenstein, Martin
2
Black, Hulda G.
2
Choi, Beom Joon
2
Chung, Namho
2
Collier, Joel E.
2
Frow, Pennie
2
Furrer, Olivier
2
Gabler, Colin B.
2
Gudergan, Siegfried P.
2
Gustafsson, Anders
2
Hansen, John D.
2
Hwang, Yoo Hee
2
Johnson, Lester W.
2
Jones, Tim
2
Landry, Mikèle
2
Lee, Choong-Ki
2
more ...
less ...
Published in...
All
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
The journal of services marketing
International journal of hospitality management
11
Journal of business economics : JBE
5
Journal of hospitality marketing & management
5
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF
5
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
4
Journal of business research : JBR
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Kundenorientierung von Banken : Strategien für Kundennähe und effektives Beziehungsmanagement
3
The journal of brand management : an international journal
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 management
2
Journal of service research
2
Journal of vacation marketing : an international journal
2
Management decision : MD
2
Services marketing quarterly
2
The international review of retail, distribution and consumer research
2
The journal of product & brand management
2
The service industries journal
2
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
2
Zeitschrift für Planung : ZP
2
Automobilmarktforschung : Nutzenorientierung von Pkw-Herstellern
1
Big data and innovation in tourism, travel, and hospitality : managerial approaches, techniques, and applications
1
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Die Bank
1
Die Betriebswirtschaft : DBW
1
European retail research
1
Finanzwirtschaft
1
GDI-Impuls : Wissensmagazin für Wirtschaft, Gesellschaft, Handel
1
Handbook of hospitality marketing management
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 internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
International journal of retail and distribution management
1
Journal of economic psychology : research in economic psychology and behavioral economics
1
Journal of electronic commerce research : JECR
1
Journal of industrial and business economics
1
more ...
less ...
Source
All
ECONIS (ZBW)
10
Showing
1
-
10
of
10
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
The impact of value co-creation in sustainable services : understanding generational differences
Bordian, Mariia
;
Gil Saura, Irene
;
Šerić, Maja
- In:
The journal of services marketing
37
(
2023
)
2
,
pp. 155-167
Persistent link: https://www.econbiz.de/10013542917
Saved in:
2
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
3
Innovation as a key to strengthen the effect of relationship benefits on loyalty in retailing
Ruiz-Molina, Maria-Eugenia
;
Gil Saura, Irene
; …
- In:
The journal of services marketing
31
(
2017
)
2
,
pp. 131-141
Persistent link: https://www.econbiz.de/10011654602
Saved in:
4
Is it my luck or loyalty? : the role of culture on customer preferences for loyalty reward types
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
6
,
pp. 769-778
Persistent link: https://www.econbiz.de/10011927138
Saved in:
5
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:
6
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:
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:
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->