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~person:"Anaza, Nwamaka A."
~person:"Mattila, Anna S."
~subject:"Service quality"
~subject:"USA"
~type_genre:"Aufsatz in Zeitschrift"
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Search: "Customer relationship management"
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| 5 applied filters
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Subject
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Service quality
USA
Beziehungsmarketing
46
Relationship marketing
46
Consumer behaviour
33
Konsumentenverhalten
33
Customer satisfaction
23
Kundenzufriedenheit
23
Dienstleistungsqualität
16
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
United States
6
Corporate Social Responsibility
5
Corporate social responsibility
5
Customer service
5
Emotion
5
Gastronomie
5
Kundenservice
5
Lieferantenmanagement
5
Restaurant industry
5
Supplier relationship management
5
Loyalty
3
Online retailing
3
Online-Handel
3
Service recovery
3
Social Web
3
Social web
3
Viral marketing
3
Virales Marketing
3
service recovery
3
Arbeitsverhalten
2
Arbeitszufriedenheit
2
Cause-Related Marketing
2
Cause-related marketing
2
Consumer behavior
2
Cultural identity
2
Customer orientation
2
Fundraising
2
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Undetermined
8
Type of publication
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Article
22
Type of publication (narrower categories)
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Aufsatz in Zeitschrift
Article in journal
22
Aufsatz im Buch
1
Book section
1
Language
All
English
22
Author
All
Anaza, Nwamaka A.
Mattila, Anna S.
Han, Heesup
22
Prentice, Catherine
21
Hollebeek, Linda D.
15
Smith, Alan D.
15
Klaus, Philipp
14
Gil Saura, Irene
13
Gong, Taeshik
12
McColl-Kennedy, Janet R.
12
Balaji, M. S.
11
Gustafsson, Anders
11
Hyun, Sunghyup Sean
10
Kumar, V.
10
Quach, Sara
10
Walsh, Gianfranco
10
Kim, Wansoo
9
Prybutok, Victor R.
9
Qu, Hailin
9
Sreejesh, S.
9
Eisingerich, Andreas B
8
Grégoire, Yany
8
Izogo, Ernest Emeka
8
Jang, Soocheong
8
Park, Jungkun
8
Patterson, Paul G.
8
Rather, Raouf Ahmad
8
Auh, Seigyoung
7
Beatty, Sharon E.
7
Bruhn, Manfred
7
Conduit, Jodie
7
Dagger, Tracey S.
7
Evanschitzky, Heiner
7
Line, Nathaniel D.
7
Marimon, Frederic
7
Roberts-Lombard, Mornay
7
Tanford, Sarah
7
Thaichon, Paramaporn
7
Voorhees, Clay M.
7
Wong, IpKin Anthony
7
Al-Hawary, Sulieman Ibraheem Shelash
6
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Published in...
All
International journal of hospitality management
4
The journal of services marketing
3
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
International journal of internet marketing and advertising : IJIMA
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
Journal of service management
1
Managing service quality : MSQ ; an international journal
1
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ECONIS (ZBW)
22
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1
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22
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1
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
2
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:
3
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:
4
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:
5
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:
6
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
7
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
8
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
9
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:
10
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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