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~person:"Falk, Tomas"
~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Data mining"
~subject:"Online retailing"
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Search: subject:"Customer satisfaction"
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Complaint management
Data mining
Online retailing
Customer satisfaction
24
Kundenzufriedenheit
24
Dienstleistungsqualität
15
Service quality
15
Consumer behaviour
14
Konsumentenverhalten
14
Beziehungsmarketing
10
Relationship marketing
10
Beschwerdemanagement
5
Online-Handel
5
Dienstleistung
4
Dienstleistungssektor
4
Service industry
4
Customer service
3
Deutschland
3
Distribution channel
3
Electronic Banking
3
Electronic Commerce
3
Electronic banking
3
Germany
3
Kundenservice
3
Services
3
Vertriebsweg
3
E-commerce
2
Emotion
2
Hospital
2
Hotel industry
2
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2
Internet marketing
2
Krankenhaus
2
Measurement
2
Messung
2
Online-Marketing
2
Service failure
2
Structural equation model
2
Strukturgleichungsmodell
2
Viral marketing
2
Virales Marketing
2
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7
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English
8
German
2
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Falk, Tomas
Wu, Luorong
Roschk, Holger
14
Mattila, Anna S.
13
Grégoire, Yany
12
Gelbrich, Katja
11
Van Vaerenbergh, Yves
10
Jang, Soocheong
8
Prybutok, Victor R.
8
Vázquez Casielles, Rodolfo
8
Xu, Xun
8
Grewal, Dhruv
7
Guchait, Priyanko
7
Sparks, Beverley
7
Stauss, Bernd
7
Usman, Osly
7
Balaji, M. S.
6
Parayitam, Satyanarayana
6
Park, Jungkun
6
Rohman, Fatchur
6
Seidel, Wolfgang
6
Bilgihan, Anil
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Hammerschmidt, Maik
5
Harun, Ahasan
5
Larivière, Bart
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Prashar, Sanjeev
5
Román, Sergio
5
Sajad Rezaei
5
Shin, Hyunju
5
Sreejesh, S.
5
Tandon, Urvashi
5
Tripp, Thomas M.
5
Tronvoll, Bård
5
Weber, Karin
5
Ye, Qiang
5
Ba, Sulin
4
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Journal of service management
2
Journal of the Academy of Marketing Science
2
Gabler Edition Wissenschaft
1
International journal of contemporary hospitality management
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
1
Schriftenreihe des Instituts für Marktorientierte Unternehmensführung (IMU), Universität Mannheim
1
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ECONIS (ZBW)
10
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1
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
2
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
3
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:
4
Etransqual : A Transaction Process-Based Approach for Capturing Service Quality in Online Shopping
Bauer, Hans H.
;
Falk, Tomas
;
Hammerschmidt, Maik
-
2014
perceived value and
customer
satisfaction
. Moreover, enjoyment is a dominant factor in influencing both relationship duration …
Persistent link: https://www.econbiz.de/10014052970
Saved in:
5
The impact of power on service customers’ willingness to post online reviews
Wu, Luorong
;
Mattila, Anna S.
;
Wang, Chen-Ya
;
Hanks, Lydia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 224-238
Persistent link: https://www.econbiz.de/10011485452
Saved in:
6
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
7
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven
;
Wittkowski, Kristina
;
Handrich, Matthias
- In:
Journal of the Academy of Marketing Science
43
(
2015
)
3
,
pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Saved in:
8
The service quality-satisfaction link revisited : exploring asymmetries and dynamics
Falk, Tomas
;
Hammerschmidt, Maik
;
Schepers, Jeroen J. L.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
3
,
pp. 288-302
Persistent link: https://www.econbiz.de/10003986335
Saved in:
9
Jeder Fehler zählt : Produktfehler als Chance für das Kundenzufriedenheitsmanagement
Bauer, Hans H.
;
Donnevert, Tobias
;
Wetzel, Hauke
; …
-
2009
Persistent link: https://www.econbiz.de/10003810355
Saved in:
10
Elektronische Dienstleistungsqualität : Konzeption, Messung und Identifikation asymmetrischer Effekte auf die Kundenzufriedenheit
Falk, Tomas
-
2007
-
1. Aufl.
Persistent link: https://www.econbiz.de/10003485500
Saved in:
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