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~person:"Georgi, Dominik"
~person:"Mattila, Anna S."
~person:"Sheth, Jagdish N."
~source:"econis"
~subject:"Beschwerdemanagement"
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Search: subject:"relationship marketing"
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Beschwerdemanagement
Beziehungsmarketing
95
Relationship marketing
95
Consumer behaviour
36
Konsumentenverhalten
36
Customer satisfaction
25
Dienstleistungsqualität
25
Kundenzufriedenheit
25
Service quality
25
Complaint management
12
Lieferantenmanagement
11
Marketing theory
11
Marketingtheorie
11
Supplier relationship management
11
Customer value
8
Kundenbindungsprogramm
8
Kundenwert
8
Loyalty program
8
Customer service
7
Kundenservice
7
Theorie
7
Theory
7
Corporate Social Responsibility
6
Corporate social responsibility
6
Marketing management
6
Marketingmanagement
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Deutschland
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Einzelhandel
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Germany
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Kundenmanagement
5
Marketing
5
Restaurant industry
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Retail trade
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USA
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United States
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Bank marketing
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4
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English
12
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Georgi, Dominik
Mattila, Anna S.
Sheth, Jagdish N.
Stauss, Bernd
13
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Roschk, Holger
7
Brock, Christian
6
Cai, Ruiying
6
Fürst, Andreas
6
Gelbrich, Katja
6
Homburg, Christian
6
Balaji, M. S.
5
Evanschitzky, Heiner
5
Günter, Bernd
5
Seidel, Wolfgang
5
Vázquez Casielles, Rodolfo
5
Baker, Melissa A.
4
Blut, Markus
4
Ding Hooi Ting
4
Jang, Soocheong
4
Joireman, Jeff
4
Larivière, Bart
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Shin, Hyunju
4
Tripp, Thomas M.
4
Abbasi, Amir Zaib
3
Armstrong, Christine
3
Basso, Kenny
3
Beatty, Sharon E.
3
Brady, Michael K.
3
Béal, Mathieu
3
Chen, Jing
3
Choi, Beom Joon
3
Cusin, Julien
3
Flacandji, Michaël
3
Gäthke, Jana
3
Harun, Ahasan
3
Hogreve, Jens
3
Huey Chern Boo
3
Ishak Ismail
3
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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
Journal of retailing
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
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:
7
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
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
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
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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