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~person:"Gustafsson, Anders"
~person:"Mattila, Anna S."
~subject:"Service quality"
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Service quality
Consumer behaviour
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Gustafsson, Anders
Mattila, Anna S.
Edvardsson, Bo
7
Witell, Lars
5
Fisk, Raymond P.
4
McColl-Kennedy, Janet R.
4
Jaakkola, Elina
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Riel, Allard C. R. van
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Tronvoll, Bård
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Leroi-Werelds, Sara
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Mahr, Dominik
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Odekerken-Schröder, Gaby
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Paluch, Stefanie
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Parasuraman, A.
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Patrício, Lia
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Semeijn, Janjaap
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Wu, Luorong
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Anderson, Laurel
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Andreassen, Tor Wallin
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Journal of service management
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ECONIS (ZBW)
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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
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:
4
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:
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