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~person:"Mattila, Anna S."
~person:"Prentice, Catherine"
~subject:"Dienstleistungsqualität"
~subject:"Online-Handel"
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Search: subject_exact:"Customer relationship management"
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Dienstleistungsqualität
Online-Handel
Beziehungsmarketing
67
Relationship marketing
67
Consumer behaviour
47
Konsumentenverhalten
47
Customer satisfaction
39
Kundenzufriedenheit
39
Service quality
37
Gambling
13
Glücksspiel
13
Beschwerdemanagement
12
Complaint management
12
Customer engagement
9
Kundenbindungsprogramm
8
Loyalty program
8
Brand image
7
Brand management
7
Customer loyalty
7
Markenführung
7
Markenimage
7
Customer service
6
Kundenservice
6
Southeast Asia
6
Südostasien
6
Corporate Social Responsibility
5
Corporate social responsibility
5
Customer integration
5
Emotion
5
Gastronomie
5
Hotel industry
5
Hotellerie
5
Kundenintegration
5
Restaurant industry
5
USA
5
United States
5
customer loyalty
5
Airline
4
Customer retention
4
Fluggesellschaft
4
Kundenbindung
4
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21
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38
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37
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37
Aufsatz im Buch
1
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1
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English
38
Author
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Mattila, Anna S.
Prentice, Catherine
Bruhn, Manfred
24
Han, Heesup
18
Klaus, Philipp
14
McColl-Kennedy, Janet R.
13
Quach, Sara
13
Gil Saura, Irene
12
Gong, Taeshik
12
Hollebeek, Linda D.
12
Balaji, M. S.
11
Gustafsson, Anders
11
Usman, Osly
11
Izogo, Ernest Emeka
10
Park, Jungkun
10
Prybutok, Victor R.
9
Qu, Hailin
9
Schumann, Jan Hendrik
9
Sreejesh, S.
9
Bang, Nguyen
8
Edvardsson, Bo
8
Georgi, Dominik
8
Loureiro, Sandra Maria Correia
8
Patterson, Paul G.
8
Rather, Raouf Ahmad
8
Thaichon, Park
8
Weaven, Scott
8
Al-Hawary, Sulieman Ibraheem Shelash
7
Evanschitzky, Heiner
7
Grégoire, Yany
7
Hammerschmidt, Maik
7
Hyun, Sunghyup Sean
7
Marimon, Frederic
7
Osman, Zahir
7
Rahman, Zillur
7
Ringle, Christian M.
7
Roberts-Lombard, Mornay
7
Thaichon, Paramaporn
7
Van Vaerenbergh, Yves
7
Verhoef, Peter C.
7
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Published in...
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International journal of hospitality management
8
Journal of retailing and consumer services
6
Journal of business research : JBR
4
Journal of hospitality marketing & management
4
Services marketing quarterly
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of service research
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of contemporary hospitality management
1
Journal of retailing
1
Journal of strategic marketing
1
Journal of vacation marketing
1
The journal of business & industrial marketing
1
The journal of services marketing
1
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ECONIS (ZBW)
38
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1
Supply chain management in the insurance industry : symmetrical and asymmetrical analysis
Prentice, Catherine
;
Dominique-Ferreira, Sergio
;
Wang, …
- In:
The journal of business & industrial marketing
38
(
2023
)
11
,
pp. 2505-2518
Persistent link: https://www.econbiz.de/10014472004
Saved in:
2
Mind, service quality, relationship with airlines
Prentice, Catherine
;
Hsiao, Aaron
;
Wang, Xuequn
; …
- In:
Journal of strategic marketing
31
(
2023
)
1
,
pp. 212-234
Persistent link: https://www.econbiz.de/10014303192
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
The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos
Tuguinay, Jovanie A.
;
Prentice, Catherine
;
Moyle, Brent
- In:
Journal of retailing and consumer services
64
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013209579
Saved in:
5
The influence of gaming and non-gaming experience on customers' response to the casino
Prentice, Catherine
;
Ji, Chunli
;
Li, Kefang
- In:
Journal of vacation marketing
28
(
2022
)
4
,
pp. 455-468
Persistent link: https://www.econbiz.de/10013387788
Saved in:
6
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:
7
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:
8
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:
9
Customer engagement and its outcomes : the cross-level effect of service environment and brand equity
Ou, Juanjuan
;
Wong, IpKin Anthony
;
Prentice, Catherine
; …
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
2
,
pp. 377-402
Persistent link: https://www.econbiz.de/10012201373
Saved in:
10
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
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