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~person:"Mattila, Anna S."
~subject:"Innovationsmanagement"
~subject:"Kundenzufriedenheit"
~subject:"Service quality"
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Search: subject:"Beziehungsmanagement"
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Innovationsmanagement
Kundenzufriedenheit
Service quality
Beziehungsmarketing
37
Relationship marketing
37
Consumer behaviour
28
Konsumentenverhalten
28
Customer satisfaction
20
Dienstleistungsqualität
17
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
5
Corporate social responsibility
5
Gastronomie
5
Restaurant industry
5
Customer service
4
Kundenservice
4
USA
4
United States
4
Emotion
3
Lieferantenmanagement
3
Service recovery
3
Supplier relationship management
3
service recovery
3
Cause-Related Marketing
2
Cause-related marketing
2
Consumer behavior
2
Cultural identity
2
Fundraising
2
Gender
2
Geschlecht
2
Hotel industry
2
Hotellerie
2
Kulturelle Identität
2
Loyalty
2
Loyalty reward programs
2
Other customers
2
Service failure
2
Social norm
2
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10
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Article
24
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Article in journal
23
Aufsatz in Zeitschrift
23
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1
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1
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English
24
Author
All
Mattila, Anna S.
Han, Heesup
34
Bruhn, Manfred
31
Homburg, Christian
27
Gil Saura, Irene
22
Prentice, Catherine
22
Svensson, Göran
19
Klaus, Philipp
17
Gustafsson, Anders
16
Mittal, Vikas
16
Stauss, Bernd
16
Aksoy, Lerzan
15
Hyun, Sunghyup Sean
15
McColl-Kennedy, Janet R.
15
Usman, Osly
15
Evanschitzky, Heiner
14
Hollebeek, Linda D.
14
Rather, Raouf Ahmad
14
Stock-Homburg, Ruth
14
Wieseke, Jan
14
Kim, Wansoo
13
Reichwald, Ralf
13
Wong, IpKin Anthony
13
Balaji, M. S.
12
Bilgihan, Anil
12
Gong, Taeshik
12
Keiningham, Timothy
12
Loureiro, Sandra Maria Correia
12
Park, Jungkun
12
Piller, Frank T.
12
Quach, Sara
12
Barnes, Donald C.
11
Blut, Markus
11
Georgi, Dominik
11
Khan, Imran
11
Verhoef, Peter C.
11
Bang, Nguyen
10
Casidy, Riza
10
Edvardsson, Bo
10
Grégoire, Yany
10
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International journal of hospitality management
6
The journal of services marketing
3
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
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ECONIS (ZBW)
24
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1
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:
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
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
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
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
8
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
9
Is it my luck or loyalty? : the role of culture on customer preferences for loyalty reward types
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
6
,
pp. 769-778
Persistent link: https://www.econbiz.de/10011927138
Saved in:
10
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
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