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~person:"Hennig-Thurau, Thorsten"
~person:"Mattila, Anna S."
~subject:"Dienstleistungsqualität"
~subject:"Emotion"
~subject:"USA"
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Dienstleistungsqualität
Emotion
USA
Beziehungsmarketing
60
Relationship marketing
60
Consumer behaviour
34
Konsumentenverhalten
34
Customer satisfaction
23
Kundenzufriedenheit
23
Service quality
20
Theorie
14
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14
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12
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9
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Marketingmanagement
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customer loyalty
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service recovery
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Hennig-Thurau, Thorsten
Mattila, Anna S.
Han, Heesup
25
Bruhn, Manfred
22
Prentice, Catherine
21
Smith, Alan D.
21
Hollebeek, Linda D.
16
Klaus, Philipp
16
Gil Saura, Irene
14
Gustafsson, Anders
13
Kumar, V.
13
McColl-Kennedy, Janet R.
13
Walsh, Gianfranco
13
Gong, Taeshik
12
Hyun, Sunghyup Sean
12
Balaji, M. S.
11
Qu, Hailin
11
Beatty, Sharon E.
10
Prybutok, Victor R.
10
Quach, Sara
10
Sreejesh, S.
10
Barnes, Donald C.
9
Bolton, Ruth N.
9
Jang, Soocheong
9
Kim, Wansoo
9
Loureiro, Sandra Maria Correia
9
Patterson, Paul G.
9
Usman, Osly
9
Verhoef, Peter C.
9
Ahn, Jiseon
8
Auh, Seigyoung
8
Edvardsson, Bo
8
Eisingerich, Andreas B
8
Grégoire, Yany
8
Hanks, Lydia
8
Izogo, Ernest Emeka
8
Park, Jungkun
8
Rather, Raouf Ahmad
8
Sarkar, Abhigyan
8
Wieseke, Jan
8
Wong, IpKin Anthony
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International journal of hospitality management
6
Journal of hospitality marketing & management
3
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of service research
2
Services marketing quarterly
2
The journal of services marketing
2
Erfolg durch Dienen? : Beiträge zur wertsteigernden Führung von Dienstleistungsunternehmen
1
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
Journal of service management
1
Journal of the Academy of Marketing Science
1
Kundenbeziehungen im Dienstleistungsbereich
1
Psychology & marketing
1
Relationship marketing : gaining competitive advantage through customer satisfaction and customer retention
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
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ECONIS (ZBW)
31
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1
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:
2
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:
3
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:
4
An empathy lens into peer service providers : personal versus commercial hosts
Shuqair, Saleh
;
Pinto, Diego Costa
;
Mattila, Anna S.
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013328029
Saved in:
5
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:
6
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:
7
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
8
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
9
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
10
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
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