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~person:"Beatty, Sharon E."
~person:"Mattila, Anna S."
~person:"Prentice, Catherine"
~person:"Wilde, Klaus D."
~subject:"Customer service"
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Search: subject:"Kundenmanagement"
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Customer service
Beziehungsmarketing
120
Relationship marketing
120
Consumer behaviour
59
Konsumentenverhalten
59
Customer satisfaction
45
Kundenzufriedenheit
45
Dienstleistungsqualität
41
Service quality
41
Beschwerdemanagement
16
Complaint management
16
Gambling
14
Glücksspiel
14
Computer-assisted marketing
13
IT-gestütztes Marketing
13
Kundenservice
12
Kundenmanagement
11
Theorie
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Theory
10
USA
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United States
10
Customer engagement
9
Customer integration
9
Kundenintegration
9
Marketing management
9
Marketingmanagement
9
Brand management
8
Kundenbindungsprogramm
8
Loyalty program
8
Markenführung
8
Brand image
7
Customer loyalty
7
Data Mining
7
Emotion
7
Markenimage
7
Business process management
6
Corporate Social Responsibility
6
Corporate social responsibility
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Lieferantenmanagement
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12
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Beatty, Sharon E.
Mattila, Anna S.
Prentice, Catherine
Wilde, Klaus D.
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Gustafsson, Anders
7
Helmke, Stefan
7
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Ambika, Anupama
3
Angerer, Thomas
3
Bayón, Tomás
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Edvardsson, Bo
3
Falk, Tomas
3
Fellmann, Michael
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Fu, Xiaoxiao
3
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Journal of retailing and consumer services
2
Journal of service research
2
Journal of service research : JSR
2
European journal of marketing
1
International journal of hospitality management
1
Journal of marketing theory and practice
1
Journal of service theory and practice
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
12
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1
FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.
;
Beatty, Sharon E.
;
Northington, …
- In:
Journal of service theory and practice
33
(
2023
)
6
,
pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
Saved in:
2
The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine
;
Dominique-Ferreira, Sergio
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
Saved in:
3
It's not whether you win or lose, it's how you play : customer delight in unpredictable experiential encounters
Barnes, Donald C.
;
Pelletier, Mark J.
;
Collier, Joel E.
; …
- In:
European journal of marketing
56
(
2022
)
8
,
pp. 2216-2249
Persistent link: https://www.econbiz.de/10013457336
Saved in:
4
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:
5
Engaging and retaining customers with AI and employee service
Prentice, Catherine
;
Nguyen Tuyet-Mai
- In:
Journal of retailing and consumer services
56
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012390002
Saved in:
6
The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno
;
Schäfers, Tobias
;
Walsh, Gianfranco
; …
- In:
Journal of service research
22
(
2019
)
1
,
pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
Saved in:
7
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:
8
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.
;
Sirianni, Nancy J.
;
Korschun, Daniel
; …
- In:
Journal of service research : JSR
20
(
2017
)
1
,
pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Saved in:
9
Frontline service employee compliance with customer special requests
Beatty, Sharon E.
;
Ogilvie, Jessica
;
Northington, …
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
Saved in:
10
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
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