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~person:"Evanschitzky, Heiner"
~person:"Gulati, Ranjay"
~person:"Mattila, Anna S."
~source:"econis"
~subject:"Beschwerdemanagement"
~subject:"USA"
~type_genre:"Article in journal"
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Search: "Customer relationship management"
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Beschwerdemanagement
USA
Beziehungsmarketing
60
Relationship marketing
60
Consumer behaviour
41
Konsumentenverhalten
41
Customer satisfaction
29
Kundenzufriedenheit
29
Dienstleistungsqualität
22
Service quality
22
Complaint management
16
Kundenbindungsprogramm
9
Loyalty program
9
United States
8
Corporate Social Responsibility
6
Corporate social responsibility
6
Lieferantenmanagement
6
Supplier relationship management
6
Customer service
5
Gastronomie
5
Kundenservice
5
Restaurant industry
5
Switching behaviour
4
Switching costs
4
Wechselverhalten
4
service recovery
4
Brand management
3
Deutschland
3
Emotion
3
Fundraising
3
Germany
3
Loyalty
3
Markenführung
3
Service failure
3
Service recovery
3
loyalty
3
B-to-B-Marketing
2
Business-to-business marketing
2
Cause-Related Marketing
2
Cause-related marketing
2
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Article
23
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Article in journal
Aufsatz in Zeitschrift
23
Aufsatz im Buch
2
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2
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English
21
German
2
Author
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Evanschitzky, Heiner
Gulati, Ranjay
Mattila, Anna S.
Smith, Alan D.
13
Grégoire, Yany
9
Jang, Soocheong
7
Van Vaerenbergh, Yves
7
Walsh, Gianfranco
7
Beatty, Sharon E.
6
Cai, Ruiying
6
Han, Heesup
6
Hollebeek, Linda D.
6
Kumar, V.
6
Baker, Melissa A.
5
Balaji, M. S.
5
Brodie, Roderick J.
5
Conduit, Jodie
5
Hyun, Sunghyup Sean
5
Kim, Wansoo
5
Ro, Heejung
5
Roschk, Holger
5
Brady, Michael K.
4
Ding Hooi Ting
4
Gelbrich, Katja
4
Grewal, Dhruv
4
Kim, Kawon Kathy
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Tanford, Sarah
4
Voorhees, Clay M.
4
Vázquez Casielles, Rodolfo
4
Abbasi, Amir Zaib
3
Albrecht, Arne Keno
3
Armstrong, Christine
3
Basso, Kenny
3
Blut, Markus
3
Brock, Christian
3
Béal, Mathieu
3
Campbell, Colin L.
3
Chen, Jing
3
Chen, Tom
3
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Published in...
All
International journal of hospitality management
3
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
The journal of services marketing
2
Cornell hospitality quarterly : CQ
1
Die Betriebswirtschaft : DBW
1
Harvard business review : HBR
1
Harvard-Business-Manager : das Wissen der Besten
1
International journal of internet marketing and advertising : IJIMA
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of marketing
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of service research : JSR
1
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ECONIS (ZBW)
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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
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:
4
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:
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
Antecedents of peripheral services cross-buying behavior
Evanschitzky, Heiner
;
Malhotra, Neeru
;
Wangenheim, …
- In:
Journal of retailing and consumer services
36
(
2017
),
pp. 218-224
Persistent link: https://www.econbiz.de/10011698002
Saved in:
7
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:
8
Satisfaction with complaint handling : a replication study on its determinants in a business-to-business context
Brock, Christian
;
Blut, Markus
;
Evanschitzky, Heiner
; …
- In:
International journal of research in marketing : IJRM ; …
30
(
2013
)
3
,
pp. 319-322
Persistent link: https://www.econbiz.de/10009779946
Saved in:
9
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:
10
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
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