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~person:"Mattila, Anna S."
~person:"Prentice, Catherine"
~person:"Wilde, Klaus D."
~subject:"Customer service"
~subject:"Marketing management"
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Search: subject:"Kundenmanagement"
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Customer service
Marketing management
Beziehungsmarketing
101
Relationship marketing
101
Consumer behaviour
54
Konsumentenverhalten
54
Customer satisfaction
39
Kundenzufriedenheit
39
Dienstleistungsqualität
37
Service quality
37
Gambling
14
Glücksspiel
14
Beschwerdemanagement
13
Complaint management
13
Computer-assisted marketing
13
IT-gestütztes Marketing
13
Kundenmanagement
11
Customer engagement
9
Marketingmanagement
9
Theorie
9
Theory
9
Brand management
8
Kundenbindungsprogramm
8
Loyalty program
8
Markenführung
8
Brand image
7
Customer loyalty
7
Data Mining
7
Markenimage
7
Business process management
6
Corporate Social Responsibility
6
Corporate social responsibility
6
Data mining
6
Kundenservice
6
Lieferantenmanagement
6
Prozessmanagement
6
Southeast Asia
6
Supplier relationship management
6
Südostasien
6
USA
6
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1
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11
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9
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4
Collection of articles of several authors
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English
8
German
7
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Mattila, Anna S.
Prentice, Catherine
Wilde, Klaus D.
Bruhn, Manfred
20
Homburg, Christian
17
Kumar, V.
17
Stauss, Bernd
11
Bauer, Hans H.
10
Grönroos, Christian
9
Terho, Harri
9
Hinterhuber, Hans H.
8
Sheth, Jagdish N.
8
Verhoef, Peter C.
8
Barnes, Donald C.
7
Casidy, Riza
7
Gustafsson, Anders
7
Hammerschmidt, Maik
7
Helmke, Stefan
7
Kleinaltenkamp, Michael
7
Palmatier, Robert W.
7
Petersen, J. Andrew
7
Quach, Sara
7
Van Vaerenbergh, Yves
7
Walsh, Gianfranco
7
Beatty, Sharon E.
6
Fink, Klaus-J.
6
Knittel, Christopher R.
6
Lemon, Katherine N.
6
Neslin, Scott A.
6
Schumann, Jan Hendrik
6
Stango, Victor
6
Chen, Jing
5
Collier, Joel E.
5
Eisingerich, Andreas B
5
Finne, Åke
5
Grewal, Dhruv
5
Gupta, Sunil
5
Günter, Bernd
5
Hennig-Thurau, Thorsten
5
Hippner, Hajo
5
Hollensen, Svend
5
Hudetz, Kai
5
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Published in...
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Grundlagen des CRM : Strategie, Geschäftsprozesse und IT-Unterstützung
2
Journal of retailing and consumer services
2
Das Wirtschaftsstudium : wisu ; Zeitschrift für Ausbildung, Prüfung, Berufseinstieg und Fortbildung
1
International journal of hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of service research
1
Services marketing quarterly
1
SpringerLink / Bücher
1
The Cornell hospitality quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
15
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1
A journey from customer acquisition to retention : an integrative model for guiding future gaming marketing research
Tuguinay, Jovanie
;
Prentice, Catherine
;
Moyle, Brent
; …
- In:
The Cornell hospitality quarterly
65
(
2024
)
3
,
pp. 335-353
Persistent link: https://www.econbiz.de/10014634757
Saved in:
2
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:
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
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
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
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:
8
Adaptivität und Echtzeit in CRM-Prozessen
Grieser, Lukas
;
Wilde, Klaus D.
- In:
Grundlagen des CRM : Strategie, Geschäftsprozesse und …
,
(pp. 811-849)
.
2011
Persistent link: https://www.econbiz.de/10008858188
Saved in:
9
IT-Unterstützung von Marketing-Prozessen
Leußer, Wolfgang
;
Rühl, Denise
;
Wilde, Klaus D.
- In:
Grundlagen des CRM : Strategie, Geschäftsprozesse und …
,
(pp. 601-650)
.
2011
Persistent link: https://www.econbiz.de/10008858195
Saved in:
10
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:
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