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~person:"Dabestani, Reza"
~person:"Evanschitzky, Heiner"
~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
~subject:"Consumer behaviour"
~subject:"Quality management"
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Search: "Customer relationship management"
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Consumer behaviour
Quality management
Beziehungsmarketing
116
Relationship marketing
116
Konsumentenverhalten
56
Customer satisfaction
33
Kundenzufriedenheit
33
Dienstleistungsqualität
26
Service quality
26
Deutschland
23
Germany
23
Theorie
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23
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10
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English
50
German
13
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Dabestani, Reza
Evanschitzky, Heiner
Herrmann, Andreas
Mattila, Anna S.
Han, Heesup
40
Hollebeek, Linda D.
33
Verhoef, Peter C.
26
Kumar, V.
24
Loureiro, Sandra Maria Correia
24
Huber, Frank
23
Bruhn, Manfred
22
Prentice, Catherine
21
Rather, Raouf Ahmad
20
Klaus, Philipp
19
Bang, Nguyen
18
Ahn, Jiseon
17
Usman, Osly
17
Khan, Imran
16
Wong, IpKin Anthony
16
Gil Saura, Irene
15
Grewal, Dhruv
15
Gustafsson, Anders
15
Lemon, Katherine N.
15
Mittal, Vikas
15
Rahman, Zillur
15
Schramm-Klein, Hanna
15
So, Kevin Kam Fung
15
Swoboda, Bernhard
15
Wangenheim, Florian von
15
Balaji, M. S.
14
Foscht, Thomas
14
Hyun, Sunghyup Sean
14
Japutra, Arnold
14
Quach, Sara
14
Sesé, F. Javier
14
Das, Gopal
13
McDonald, Heath
13
Sreejesh, S.
13
Tanford, Sarah
13
Veloutsou, Cleopatra
13
Aksoy, Lerzan
12
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International journal of hospitality management
6
The journal of services marketing
5
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of retailing
3
Schmalenbachs Zeitschrift für betriebswirtschaftliche Forschung : ZfbF
3
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of service research : JSR
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Marketing letters : a journal of research in marketing
2
Services marketing quarterly
2
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
2
Automobilmarktforschung : Nutzenorientierung von Pkw-Herstellern
1
Cornell hospitality quarterly : CQ
1
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
1
Electronic retailing
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of management concepts and philosophy : IJMCP
1
Journal of business economics : JBE
1
Journal of marketing
1
Journal of marketing research
1
Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of the Academy of Marketing Science
1
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
1
Marketing in kleinen und mittleren Unternehmen
1
The journal of product & brand management
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
Zeitschrift für Planung : ZP
1
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ECONIS (ZBW)
62
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1
Strengthening the satisfaction loyalty link : the role of relational switching costs
Evanschitzky, Heiner
;
Stan, Valentina
;
Nagengast, Liane
- In:
Marketing letters : a journal of research in marketing
33
(
2022
)
2
,
pp. 293-310
Persistent link: https://www.econbiz.de/10013273047
Saved in:
2
Does crowdsourcing necessarily lead to brand engagement? : the role of crowdsourcing cues and relationship norms on customer-brand relationships
Herter, Márcia Maurer
;
Shuqair, Saleh
;
Pinto, Diego Costa
- In:
The journal of product & brand management
32
(
2023
)
7
,
pp. 988-1004
Persistent link: https://www.econbiz.de/10014334390
Saved in:
3
Transcending reality : introducing mental time travel experiences and their ability to influence brand outcomes
Barhorst, Jennifer Brannon
;
McLean, Graeme J.
;
Krey, Nina
; …
- In:
Journal of business research : JBR
164
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014304064
Saved in:
4
Can customer relationships backfire? : how relationship norms shape moral obligation in cancelation behavior
Shuqair, Saleh
;
Pinto, Diego Costa
;
Cruz-Jesus, Frederico
; …
- In:
Journal of business research : JBR
151
(
2022
),
pp. 463-472
Persistent link: https://www.econbiz.de/10013459867
Saved in:
5
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
6
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:
7
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:
8
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:
9
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
10
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
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