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~isPartOf:"Services marketing quarterly"
~isPartOf:"The journal of services marketing"
~person:"Mattila, Anna S."
~subject:"Beziehungsmarketing"
~subject:"Wahrnehmung"
~subject:"customer satisfaction"
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Beziehungsmarketing
Wahrnehmung
customer satisfaction
Consumer behaviour
5
Dienstleistungsqualität
5
Konsumentenverhalten
5
Service quality
5
Beschwerdemanagement
3
Complaint management
3
Customer satisfaction
3
Kundenzufriedenheit
3
Relationship marketing
3
Customer service
2
Kundenservice
2
Anthropomorphism
1
Consumer envy
1
Corporate Social Responsibility
1
Corporate social responsibility
1
Distributive justice
1
Emotion
1
Emotions
1
Envy
1
Experiment
1
Experimental design
1
Gerechtigkeit
1
Justice
1
Kundenbindungsprogramm
1
Loyalty program
1
Neid
1
Other customers
1
Preferential treatment
1
Prosociality
1
Rawls's theory of justice
1
Rawls-Gerechtigkeitstheorie
1
Selbstbedienung
1
Self-service
1
Self-service technology (SST)
1
Sense of power
1
Service encounters
1
Service unfairness
1
Social behaviour
1
Social comparisons
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Mattila, Anna S.
Klaus, Philipp
5
Choi, Beom Joon
4
Gilboa, Shaked
3
Johnson, Lester W.
3
Leisen Pollack, Birgit
3
Shin, Hyunju
3
Aksoy, Lerzan
2
Basso, Kenny
2
Benoit, Sabine
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Bruce, Helen L.
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Carter, Leanne
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D'Alessandro, Steven
2
Gray, David
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Greene, Henry
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Gustafsson, Anders
2
Hollebeek, Linda D.
2
Holloway, Betsy Bugg
2
Kim, Hyun Sik
2
McColl-Kennedy, Janet R.
2
Prentice, Catherine
2
Quach, Sara
2
Rho, Taeseok
2
Suh, Munshik
2
Vilnai-Yavetz, Iris
2
Wang, Edward Shih-tse
2
Abney, Alexandra K.
1
Adjei, Mavis T.
1
Aggarwal, Praveen
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Ahmad, Fauziah Sh.
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Ahmad, Hassan
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Akamavi, Raphaël K.
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Alexandrov, Aliosha
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Ali, Fayaz
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Alkire, Linda
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Arrivabene, Lorena Silva
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Arteaga-Moreno, Francisco
1
Ashill, Nicholas J.
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Baillod, Chloé
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Services marketing quarterly
The journal of services marketing
International journal of hospitality management
4
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Cornell hospitality quarterly : CQ
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
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
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1
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
2
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:
3
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
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