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~person:"Gulati, Ranjay"
~person:"Knittel, Christopher R."
~person:"Mattila, Anna S."
~subject:"Service recovery"
~subject:"USA"
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Service recovery
USA
Beziehungsmarketing
48
Relationship marketing
48
Consumer behaviour
29
Konsumentenverhalten
29
Customer satisfaction
21
Kundenzufriedenheit
21
Dienstleistungsqualität
17
Service quality
17
Beschwerdemanagement
12
Complaint management
12
United States
10
Kundenbindungsprogramm
7
Loyalty program
7
Marketing management
7
Marketingmanagement
7
Complementary goods
6
Corporate Social Responsibility
6
Corporate social responsibility
6
Econometric model
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Electronic Banking
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Electronic banking
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Komplementärgüter
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Preisdifferenzierung
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Price discrimination
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Restraints of competition
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Wettbewerbsbeschränkung
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Ökonometrisches Modell
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Gastronomie
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Restaurant industry
5
Customer service
4
Kundenservice
4
Organisatorischer Wandel
4
Organizational change
4
1994-1999
3
Emotion
3
Fundraising
3
Lieferantenmanagement
3
Supplier relationship management
3
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Gulati, Ranjay
Knittel, Christopher R.
Mattila, Anna S.
Smith, Alan D.
19
Kumar, V.
8
Walsh, Gianfranco
7
Han, Heesup
6
Jang, Soocheong
6
Johnson, Michael D.
6
Brodie, Roderick J.
5
Conduit, Jodie
5
Hollebeek, Linda D.
5
Beatty, Sharon E.
4
Gourio, François
4
Gremler, Dwayne D.
4
Grégoire, Yany
4
Hennig-Thurau, Thorsten
4
Hyun, Sunghyup Sean
4
Kim, Wansoo
4
Lucas, Robert W.
4
Rudanko, Leena
4
Skiera, Bernd
4
Van Vaerenbergh, Yves
4
Chen, Tom
3
Eggert, Andreas
3
Ehrlich, Evelyn
3
Eisingerich, Andreas B
3
Elhauge, Einer
3
Enkel, Ellen
3
Fanelli, Duke
3
Ha, Jooyeon
3
Peltier, James
3
Poddar, Amit
3
Raitani, Sonika
3
Ruyter, Ko de
3
Schweidel, David A.
3
Stango, Victor
3
Tanford, Sarah
3
Vyas, Vishal
3
Wiesel, Thorsten
3
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International journal of hospitality management
2
Cornell hospitality quarterly : CQ
1
Harvard business review : HBR
1
Harvard business review on collaborating across silos
1
Harvard-Business-Manager : das Wissen der Besten
1
International journal of internet marketing and advertising : IJIMA
1
Journal of banking & finance
1
Journal of retailing
1
Journal of service management
1
The journal of services marketing
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ECONIS (ZBW)
13
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1
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:
2
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:
3
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:
4
A branding model for web search engines
Zhang, Lu
;
Jansen, Bernard J.
;
Mattila, Anna S.
- In:
International journal of internet marketing and …
7
(
2012
)
3
,
pp. 195-216
Persistent link: https://www.econbiz.de/10009576341
Saved in:
5
Antecedents to participation in corporate social responsibility programs
Mattila, Anna S.
;
Hanks, Lydia
- In:
Journal of service management
23
(
2012
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10009666544
Saved in:
6
Strategic incompatibility in ATM markets
Knittel, Christopher R.
;
Stango, Victor
- In:
Journal of banking & finance
35
(
2011
)
10
,
pp. 2627-2636
Persistent link: https://www.econbiz.de/10009273274
Saved in:
7
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
8
Silo busting : how to execute on the promise of customer focus
Gulati, Ranjay
- In:
Harvard business review on collaborating across silos
,
(pp. 101-124)
.
2009
Persistent link: https://www.econbiz.de/10003856414
Saved in:
9
The relationship of sales and marketing expenses to hotel performance in the United States
O'Neill, John
;
Hanson, Bjorn
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
49
(
2008
)
4
,
pp. 355-363
Persistent link: https://www.econbiz.de/10003774190
Saved in:
10
Silo busting : how to execute on the promise of customer focus
Gulati, Ranjay
- In:
Harvard business review : HBR
85
(
2007
)
5
,
pp. 98-108
Persistent link: https://www.econbiz.de/10003460462
Saved in:
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