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~person:"Mattila, Anna S."
~person:"Prentice, Catherine"
~person:"Wilde, Klaus D."
~subject:"Customer service"
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Customer service
Beziehungsmarketing
100
Relationship marketing
100
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
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IT-gestütztes Marketing
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Kundenmanagement
11
Customer engagement
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Theorie
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Kundenbindungsprogramm
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Loyalty program
8
Markenführung
8
Marketing management
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Marketingmanagement
8
Brand image
7
Customer loyalty
7
Data mining
7
Markenimage
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Business process management
6
Data Warehouse
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Data warehouse
6
Kundenservice
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Lieferantenmanagement
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Prozessmanagement
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Southeast Asia
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Mattila, Anna S.
Prentice, Catherine
Wilde, Klaus D.
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Gustafsson, Anders
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Angerer, Thomas
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Edvardsson, Bo
3
Falk, Tomas
3
Fellmann, Michael
3
Ferraro, Carla
3
Flavián Blanco, Carlos
3
Frei, Frances X.
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
Goodman, John A.
3
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Journal of retailing and consumer services
2
International journal of hospitality management
1
Journal of service research
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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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