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~person:"Gustafsson, Anders"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~subject:"Customer satisfaction"
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Complaint management
Customer satisfaction
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Dienstleistungsqualität
4
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Gustafsson, Anders
Mattila, Anna S.
Aksoy, Lerzan
5
Buoye, Alexander
3
Edvardsson, Bo
3
Keiningham, Timothy
3
Ponsignon, Frederic
3
Riel, Allard C. R. van
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Tronvoll, Bård
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Wirtz, Jochen
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Bloemer, Johanna M.
2
Cooil, Bruce
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Gruber, Thorsten
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Hillebrand, Bas
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Huang, Wen Hsien
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Joosten, Herm
2
Klaus, Philipp
2
Lariviere, Bart
2
Lipkin, Michaela
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Malthouse, Edward C.
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Semeijn, Janjaap
2
Sharma, Piyush
2
Sparks, Beverley
2
Söderlund, Magnus
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Willems, Kim
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Witell, Lars
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Wu, Luorong
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Albrecht, Carmen-Maria
1
Alkire, Linda
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Allsopp, Jason
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Arbore, Alessandro
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Aslan, Marjan
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Batat, Wided
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Beierlein, Andrea
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Birgelen, Marcel van
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Bornemann, Torsten
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Bouzdine-Chameeva, Tatiana
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Bradley, Graham L.
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Journal of service management
3
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ECONIS (ZBW)
3
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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:
2
Turning customer satisfaction measurements into action
Olsen, Line Lervik
;
Witell, Lars
;
Gustafsson, Anders
- In:
Journal of service management
25
(
2014
)
4
,
pp. 556-571
Persistent link: https://www.econbiz.de/10010405193
Saved in:
3
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
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