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~person:"Georgi, Dominik"
~person:"Mattila, Anna S."
~person:"Van Vaerenbergh, Yves"
~subject:"Service quality"
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Search: subject_exact:"Beziehungsmanagement"
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Service quality
Beziehungsmarketing
79
Relationship marketing
79
Consumer behaviour
36
Konsumentenverhalten
36
Customer satisfaction
34
Kundenzufriedenheit
34
Dienstleistungsqualität
31
Beschwerdemanagement
20
Complaint management
20
Customer service
10
Kundenservice
10
Kundenbindungsprogramm
8
Loyalty program
8
Customer value
7
Kundenwert
7
Service recovery
7
Theorie
7
Theory
7
Corporate Social Responsibility
6
Corporate social responsibility
6
Deutschland
5
Gastronomie
5
Germany
5
Lieferantenmanagement
5
Restaurant industry
5
Service failure
5
Supplier relationship management
5
Bank marketing
4
Bankmarketing
4
Kundenmanagement
4
USA
4
United States
4
Viral marketing
4
Virales Marketing
4
service recovery
4
Cultural identity
3
Customer experience
3
Customer integration
3
Dienstleistungssektor
3
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Undetermined
12
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Article
30
Book / Working Paper
1
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Article in journal
25
Aufsatz in Zeitschrift
25
Aufsatz im Buch
5
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5
Arbeitspapier
1
Graue Literatur
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1
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Language
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English
27
German
4
Author
All
Georgi, Dominik
Mattila, Anna S.
Van Vaerenbergh, Yves
Bruhn, Manfred
20
Prentice, Catherine
20
Han, Heesup
18
Klaus, Philipp
13
McColl-Kennedy, Janet R.
13
Gil Saura, Irene
12
Gong, Taeshik
12
Balaji, M. S.
11
Gustafsson, Anders
11
Hollebeek, Linda D.
11
Quach, Sara
10
Prybutok, Victor R.
9
Qu, Hailin
9
Sreejesh, S.
9
Usman, Osly
9
Edvardsson, Bo
8
Izogo, Ernest Emeka
8
Patterson, Paul G.
8
Rather, Raouf Ahmad
8
Grégoire, Yany
7
Hammerschmidt, Maik
7
Hyun, Sunghyup Sean
7
Marimon, Frederic
7
Osman, Zahir
7
Park, Jungkun
7
Ringle, Christian M.
7
Roberts-Lombard, Mornay
7
Thaichon, Paramaporn
7
Wong, IpKin Anthony
7
Al-Hawary, Sulieman Ibraheem Shelash
6
Auh, Seigyoung
6
Bolton, Ruth N.
6
Bonfanti, Angelo
6
Chahal, Hardeep
6
Choi, Beom Joon
6
Dagger, Tracey S.
6
Evanschitzky, Heiner
6
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Published in...
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International journal of hospitality management
4
Journal of business research : JBR
3
Journal of hospitality marketing & management
2
Journal of service research
2
Managing service quality : MSQ ; an international journal
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
1
Handbook of hospitality marketing management
1
Interaktionen im Dienstleistungsbereich
1
International journal of electronic commerce : IJEC
1
International journal of pharmaceutical and healthcare marketing : IJPHM
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
Journal of retailing and consumer services
1
Marketing : ZFP ; journal of research and management
1
Marketing letters : a journal of research in marketing
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service business
1
Service quality and management
1
The journal of services marketing
1
Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
1
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Source
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ECONIS (ZBW)
31
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1
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10
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31
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date (oldest first)
1
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:
2
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:
3
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:
4
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:
5
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
6
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
7
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
8
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
9
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
10
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
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