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~person:"Mattila, Anna S."
~person:"Tan, Ching Yeng"
~subject:"Perceived effort"
~subject:"Viral marketing"
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Perceived effort
Viral marketing
Beschwerdemanagement
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Complaint management
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Dienstleistungsqualität
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Consumer behaviour
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Konsumentenverhalten
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Beziehungsmarketing
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Kundenzufriedenheit
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service recovery
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service failure
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Virales Marketing
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anthropomorphism
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Mattila, Anna S.
Tan, Ching Yeng
Balaji, M. S.
3
Bradley, Graham L.
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Carley, Kathleen M.
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International journal of hospitality management
2
Journal of hospitality marketing & management
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ECONIS (ZBW)
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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:
2
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:
3
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
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