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~person:"Mattila, Anna S."
~person:"Prentice, Catherine"
~person:"Wilde, Klaus D."
~subject:"Customer service"
~subject:"Lieferantenmanagement"
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Customer service
Lieferantenmanagement
Beziehungsmarketing
99
Relationship marketing
99
Consumer behaviour
53
Konsumentenverhalten
53
Customer satisfaction
39
Kundenzufriedenheit
39
Dienstleistungsqualität
37
Service quality
37
Beschwerdemanagement
13
Complaint management
13
Computer-assisted marketing
13
Gambling
13
Glücksspiel
13
IT-gestütztes Marketing
13
Kundenmanagement
11
Customer engagement
9
Theorie
9
Theory
9
Brand management
8
Kundenbindungsprogramm
8
Loyalty program
8
Markenführung
8
Marketing management
8
Marketingmanagement
8
Brand image
7
Customer loyalty
7
Data Mining
7
Markenimage
7
Business process management
6
Data mining
6
Kundenservice
6
Prozessmanagement
6
Southeast Asia
6
Supplier relationship management
6
Südostasien
6
USA
6
United States
6
Corporate Social Responsibility
5
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2
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English
9
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Mattila, Anna S.
Prentice, Catherine
Wilde, Klaus D.
Svensson, Göran
24
Bruhn, Manfred
19
Homburg, Christian
17
Kleinaltenkamp, Michael
12
Ahlert, Dieter
11
Eggert, Andreas
10
Grönroos, Christian
10
Naudé, Peter
10
Stauss, Bernd
10
Stock-Homburg, Ruth
10
Casidy, Riza
9
Mostert, Pierre
9
Edvardsson, Bo
8
Folse, Judith Anne Garretson
8
Friend, Scott B.
8
Gil Saura, Irene
8
Hinterhuber, Hans H.
8
Ivens, Björn Sven
8
La Rocca, Antonella
8
Mysen, Tore
8
Sheth, Jagdish N.
8
Barnes, Donald C.
7
Bauer, Hans H.
7
Gustafsson, Anders
7
Helmke, Stefan
7
Hennig-Thurau, Thorsten
7
Jacob, Frank
7
Keränen, Joona
7
Kumar, V.
7
Palmatier, Robert W.
7
Scheer, Lisa K.
7
Thaichon, Park
7
Wangenheim, Florian von
7
Aykol, Bilge
6
Beatty, Sharon E.
6
Grewal, Dhruv
6
Henneberg, Stephan
6
Leonidou, Leonidas C.
6
Mangus, Stephanie M.
6
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Journal of retailing and consumer services
2
Electronic Services
1
Interaktionen im Dienstleistungsbereich
1
International journal of hospitality management
1
Journal of business research : JBR
1
Journal of retailing
1
Journal of service research
1
Services marketing quarterly
1
The journal of product & brand management
1
The journal of services marketing
1
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
1
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ECONIS (ZBW)
12
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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 role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine
;
Dominique-Ferreira, Sergio
; …
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
Saved in:
4
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:
5
Engaging and retaining customers with AI and employee service
Prentice, Catherine
;
Nguyen Tuyet-Mai
- In:
Journal of retailing and consumer services
56
(
2020
),
pp. 1-13
Persistent link: https://www.econbiz.de/10012390002
Saved in:
6
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:
7
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
Saved in:
8
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
9
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
10
eCRM als Erfolgsbasis für Kundenbindung im Internet
Frielitz, Claudia
;
Hippner, Hajo
;
Wilde, Klaus D.
- In:
Electronic Services
,
(pp. 537-562)
.
2002
Persistent link: https://www.econbiz.de/10001652840
Saved in:
1
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