//--> //--> //--> //-->
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
~language:"bos"
~language:"bul"
~language:"deu"
~language:"eng"
~language:"spa"
~person:"Mattila, Anna S."
~source:"econis"
~subject:"Complaint management"
~subject:"Customer service"
~type_genre:"Amtsdruckschrift"
~type_genre:"Article in journal"
~type_genre:"Bibliografie"
~type_genre:"Bibliographie enthalten"
~type_genre:"Conference paper"
~type_genre:"Konferenzbeitrag"
~type_genre:"Ratgeber"
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:
Narrow search
Delete all filters
| 16 applied filters
Year of publication
From:
To:
Subject
All
Complaint management
Customer service
Consumer behaviour
98
Konsumentenverhalten
98
Dienstleistungsqualität
38
Service quality
38
Beziehungsmarketing
37
Relationship marketing
37
Customer satisfaction
36
Kundenzufriedenheit
36
Beschwerdemanagement
24
Gastronomie
21
Restaurant industry
21
Corporate Social Responsibility
20
Corporate social responsibility
20
Hotel industry
20
Hotellerie
20
USA
18
United States
18
Emotion
16
Gastgewerbe
14
Hospitality industry
14
Experiment
13
Preismanagement
13
Pricing strategy
13
Kundenservice
10
Advertising effects
8
Gender
8
Internet marketing
8
Online-Marketing
8
Viral marketing
8
Virales Marketing
8
Werbewirkung
8
CSR
7
Geschlecht
7
Kundenbindungsprogramm
7
Loyalty program
7
Advertising
6
Firm performance
6
Hospital
6
more ...
less ...
Online availability
All
Undetermined
13
Type of publication
All
Article
29
Type of publication (narrower categories)
All
Amtsdruckschrift
Article in journal
Bibliografie
Bibliographie enthalten
Conference paper
Konferenzbeitrag
Ratgeber
Aufsatz in Zeitschrift
29
Language
All
Bosnian
Bulgarian
German
English
Spanish
Author
All
Mattila, Anna S.
Grégoire, Yany
16
McColl-Kennedy, Janet R.
13
Gruber, Thorsten
12
Walsh, Gianfranco
12
Edvardsson, Bo
11
Sparks, Beverley
11
Beatty, Sharon E.
10
Brady, Michael K.
10
Guchait, Priyanko
10
Gustafsson, Anders
10
Jang, Soocheong
10
Miao, Li
10
Sharma, Piyush
10
Van Vaerenbergh, Yves
10
Gelbrich, Katja
9
Patterson, Paul G.
9
Ro, Heejung
9
Wirtz, Jochen
9
Grewal, Dhruv
8
MacQuilken, Lisa
8
Robertson, Nichola
8
Roschk, Holger
8
Shin, Hyunju
8
Svensson, Göran
8
Tronvoll, BÃ¥rd
8
Tsarenko, Yelena
8
Voorhees, Clay M.
8
Vázquez Casielles, Rodolfo
8
Baker, Melissa A.
7
Balaji, M. S.
7
Barnes, Donald C.
7
Cai, Ruiying
7
Chebat, Jean-Charles
7
Karatepe, Osman M.
7
Medler-Liraz, Hana
7
Meyer, Tracy
7
Seger-Guttmann, Tali
7
Sirianni, Nancy J.
7
Söderlund, Magnus
7
more ...
less ...
Published in...
All
International journal of hospitality management
8
The journal of services marketing
4
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
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of retailing
1
The Cornell hospitality quarterly
1
more ...
less ...
Source
All
ECONIS (ZBW)
Showing
1
-
10
of
29
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
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
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
4
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
5
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
6
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
7
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
8
Apple Pay : coolness and embarrassment in the service encounter
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
78
(
2019
),
pp. 268-275
Persistent link: https://www.econbiz.de/10012012758
Saved in:
9
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
10
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:
1
2
3
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->