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~person:"Gulati, Ranjay"
~person:"Mattila, Anna S."
~subject:"Consumer behaviour"
~subject:"USA"
~type_genre:"Article in journal"
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Search: "Customer relationship management"
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Consumer behaviour
USA
Beziehungsmarketing
38
Relationship marketing
38
Konsumentenverhalten
28
Customer satisfaction
19
Kundenzufriedenheit
19
Dienstleistungsqualität
16
Service quality
16
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
United States
6
Corporate Social Responsibility
5
Corporate social responsibility
5
Gastronomie
5
Restaurant industry
5
Customer service
4
Kundenservice
4
Emotion
3
Lieferantenmanagement
3
Service recovery
3
Supplier relationship management
3
service recovery
3
Cause-Related Marketing
2
Cause-related marketing
2
Consumer behavior
2
Cultural identity
2
Fundraising
2
Gender
2
Geschlecht
2
Hotel industry
2
Hotellerie
2
Kulturelle Identität
2
Loyalty
2
Loyalty reward programs
2
Organisatorischer Wandel
2
Organizational change
2
Other customers
2
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16
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33
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Article in journal
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33
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1
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English
32
German
1
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Gulati, Ranjay
Mattila, Anna S.
Han, Heesup
40
Hollebeek, Linda D.
34
Kumar, V.
23
Loureiro, Sandra Maria Correia
22
Prentice, Catherine
20
Verhoef, Peter C.
20
Klaus, Philipp
19
Bang, Nguyen
18
Rather, Raouf Ahmad
18
Smith, Alan D.
18
Ahn, Jiseon
16
Gil Saura, Irene
16
Hyun, Sunghyup Sean
16
Khan, Imran
16
Grewal, Dhruv
15
So, Kevin Kam Fung
15
Walsh, Gianfranco
15
Wong, IpKin Anthony
15
Balaji, M. S.
14
Japutra, Arnold
14
Quach, Sara
14
Tanford, Sarah
14
Das, Gopal
13
Evanschitzky, Heiner
13
Gustafsson, Anders
13
Lemon, Katherine N.
13
McDonald, Heath
13
Sesé, F. Javier
13
Bilgihan, Anil
12
Fetscherin, Marc
12
Kim, Wansoo
12
Kumar, Vikas
12
Leckie, Civilai
12
Rahman, Zillur
12
Roy, Sanjit
12
Sarkar, Abhigyan
12
Sreejesh, S.
12
Veloutsou, Cleopatra
12
Hanks, Lydia
11
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International journal of hospitality management
6
The journal of services marketing
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Services marketing quarterly
2
Harvard business review : HBR
1
Harvard-Business-Manager : das Wissen der Besten
1
International journal of internet marketing and advertising : IJIMA
1
Journal of retailing
1
Journal of service management
1
The journal of product & brand management
1
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ECONIS (ZBW)
33
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1
Does crowdsourcing necessarily lead to brand engagement? : the role of crowdsourcing cues and relationship norms on customer-brand relationships
Herter, Márcia Maurer
;
Shuqair, Saleh
;
Pinto, Diego Costa
- In:
The journal of product & brand management
32
(
2023
)
7
,
pp. 988-1004
Persistent link: https://www.econbiz.de/10014334390
Saved in:
2
Can customer relationships backfire? : how relationship norms shape moral obligation in cancelation behavior
Shuqair, Saleh
;
Pinto, Diego Costa
;
Cruz-Jesus, Frederico
; …
- In:
Journal of business research : JBR
151
(
2022
),
pp. 463-472
Persistent link: https://www.econbiz.de/10013459867
Saved in:
3
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
4
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:
5
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:
6
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:
7
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
8
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:
9
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
10
The social influence of other consumers on consumers’ reward donations
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
77
(
2019
),
pp. 504-511
Persistent link: https://www.econbiz.de/10011988872
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