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~person:"Gustafsson, Anders"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~subject:"Service industry"
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Complaint management
Service industry
Consumer behaviour
5
Konsumentenverhalten
5
Dienstleistungsqualität
4
Service quality
4
Dienstleistungssektor
3
Beschwerdemanagement
2
Beziehungsmarketing
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Bundling strategy
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Gustafsson, Anders
Mattila, Anna S.
Edvardsson, Bo
5
Jaakkola, Elina
5
McColl-Kennedy, Janet R.
4
Witell, Lars
4
Wirtz, Jochen
3
Bowen, David E.
2
Chase, Richard B.
2
Cheung, Lilliemay
2
Helkkula, Anu
2
Huang, Wen Hsien
2
Kandampully, Jay
2
Kristensson, Per
2
Mahr, Dominik
2
Odekerken-Schröder, Gaby
2
Parasuraman, A.
2
Tronvoll, Bård
2
Tuzovic, Sven
2
Verma, Rohit
2
Aa, Wietze van der
1
Aal, Kotaiba
1
Aarikka-Stenroos, Leena
1
Ambika, Anupama
1
Andreassen, Tor Wallin
1
Ashman, Rachel
1
Aslan, Marjan
1
Batat, Wided
1
Bateson, John E. G.
1
Belk, Russell W.
1
Beltagui, Ahmad
1
Berry, Leonard L.
1
Bitner, Mary Jo
1
Blasco-Arcas, Lorena
1
Bloemer, Johanna M.
1
Bolton, Ruth N.
1
Bradley, Graham L.
1
Brady, Michael K.
1
Brengman, Malaika
1
Brown, Stephen Walter
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Journal of service management
5
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ECONIS (ZBW)
5
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1
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
Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.
;
Gustafsson, Anders
;
McColl-Kennedy, …
- In:
Journal of service management
25
(
2014
)
2
,
pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
Saved in:
3
Customer co-creation in service innovation : a matter of communication?
Gustafsson, Anders
;
Kristensson, Per
;
Witell, Lars
- In:
Journal of service management
23
(
2012
)
3
,
pp. 311-327
Persistent link: https://www.econbiz.de/10009619172
Saved in:
4
Service infusion in manufacturing industries
Gustafsson, Anders
(
contributor
)
-
2010
Persistent link: https://www.econbiz.de/10008749749
Saved in:
5
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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