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~person:"Mattila, Anna S."
~person:"Van Vaerenbergh, Yves"
~subject:"Complaint management"
~subject:"USA"
~subject:"Virales Marketing"
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Complaint management
USA
Virales Marketing
Beziehungsmarketing
51
Relationship marketing
51
Consumer behaviour
35
Konsumentenverhalten
35
Customer satisfaction
30
Kundenzufriedenheit
30
Dienstleistungsqualität
24
Service quality
24
Beschwerdemanagement
20
Customer service
10
Kundenservice
10
Kundenbindungsprogramm
7
Loyalty program
7
Service recovery
7
Corporate Social Responsibility
6
Corporate social responsibility
6
Gastronomie
5
Restaurant industry
5
Service failure
5
United States
4
Viral marketing
4
service recovery
4
Cultural identity
3
Customer experience
3
Customer integration
3
Emotion
3
Fundraising
3
Kulturelle Identität
3
Kundenintegration
3
Lieferantenmanagement
3
Other customers
3
Supplier relationship management
3
service failure
3
Brand image
2
Brand management
2
Cause-Related Marketing
2
Cause-related marketing
2
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23
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23
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23
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1
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1
Non-commercial literature
1
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English
24
Author
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Mattila, Anna S.
Van Vaerenbergh, Yves
Smith, Alan D.
19
Stauss, Bernd
15
Kumar, V.
12
Walsh, Gianfranco
11
Grégoire, Yany
9
Beatty, Sharon E.
8
Hollebeek, Linda D.
8
Evanschitzky, Heiner
7
Fürst, Andreas
7
Homburg, Christian
7
Jang, Soocheong
7
Roschk, Holger
7
Seidel, Wolfgang
7
Verlegh, Peeter
7
Balaji, M. S.
6
Blut, Markus
6
Brock, Christian
6
Cai, Ruiying
6
Conduit, Jodie
6
Fink, Klaus-J.
6
Gelbrich, Katja
6
Han, Heesup
6
Hyun, Sunghyup Sean
6
Johnson, Michael D.
6
Skiera, Bernd
6
Sreejesh, S.
6
Verhoef, Peter C.
6
Baker, Melissa A.
5
Brady, Michael K.
5
Brodie, Roderick J.
5
Eisingerich, Andreas B
5
Günter, Bernd
5
Kim, Wansoo
5
Lemon, Katherine N.
5
Mittal, Vikas
5
Moliner-Velázquez, Beatriz
5
Palmatier, Robert W.
5
Rahman, Zillur
5
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Published in...
All
International journal of hospitality management
3
Journal of hospitality marketing & management
2
Journal of service research
2
Managing service quality : MSQ ; an international journal
2
Services marketing quarterly
2
The journal of services marketing
2
Cornell hospitality quarterly : CQ
1
International journal of electronic commerce : IJEC
1
International journal of internet marketing and advertising : IJIMA
1
Journal of business research : JBR
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
Journal of service management
1
Journal of service research : JSR
1
Marketing letters : a journal of research in marketing
1
Service business
1
Working paper series / Universiteit Gent, Faculteit Economie en Bedrijfskunde
1
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ECONIS (ZBW)
24
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1
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
2
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:
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
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
Saved in:
5
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:
6
How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies
;
Van Vaerenbergh, Yves
;
Van den …
- In:
Service business
13
(
2019
)
3
,
pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
Saved in:
7
Customer participation in service recovery : a meta-analysis
Van Vaerenbergh, Yves
;
Hazée, Simon
;
Costers, Annelies
- In:
Marketing letters : a journal of research in marketing
29
(
2018
)
4
,
pp. 465-483
Persistent link: https://www.econbiz.de/10011964332
Saved in:
8
The effects of apologies for service failures in the global online retail
Sengupta, Sanchayan
;
Ray, Daniel
;
Trendel, Olivier
;
Van …
- In:
International journal of electronic commerce : IJEC
22
(
2018
)
3
,
pp. 419-445
Persistent link: https://www.econbiz.de/10011884544
Saved in:
9
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:
10
Co-creating service recovery after service failure : the role of brand equity
Hazée, Simon
;
Van Vaerenbergh, Yves
;
Armirotto, Vincent
- In:
Journal of business research : JBR
74
(
2017
),
pp. 101-109
Persistent link: https://www.econbiz.de/10011675409
Saved in:
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