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~person:"Mattila, Anna S."
~subject:"Innovationsmanagement"
~subject:"Kundenzufriedenheit"
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Search: subject:"Beziehungsmanagement"
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Innovationsmanagement
Kundenzufriedenheit
Beziehungsmarketing
37
Relationship marketing
37
Consumer behaviour
28
Konsumentenverhalten
28
Customer satisfaction
20
Dienstleistungsqualität
17
Service quality
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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20
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19
Aufsatz in Zeitschrift
19
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1
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1
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English
20
Author
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Mattila, Anna S.
Han, Heesup
32
Homburg, Christian
24
Prentice, Catherine
19
Svensson, Göran
19
Gil Saura, Irene
16
Mittal, Vikas
14
Aksoy, Lerzan
13
Hyun, Sunghyup Sean
13
Reichwald, Ralf
13
Usman, Osly
13
Wong, IpKin Anthony
13
Bilgihan, Anil
12
Bruhn, Manfred
12
Evanschitzky, Heiner
12
Gustafsson, Anders
12
Kim, Wansoo
12
Klaus, Philipp
12
Piller, Frank T.
12
Stock-Homburg, Ruth
12
Balaji, M. S.
11
Loureiro, Sandra Maria Correia
11
Quach, Sara
11
Rather, Raouf Ahmad
11
Stauss, Bernd
11
Wieseke, Jan
11
Bang, Nguyen
10
Barnes, Donald C.
10
Blut, Markus
10
Casidy, Riza
10
Keiningham, Timothy
10
Töpfer, Armin
10
Van Vaerenbergh, Yves
10
Grégoire, Yany
9
Huber, Frank
9
Izogo, Ernest Emeka
9
Jang, Soocheong
9
Khan, Imran
9
Larivière, Bart
9
McColl-Kennedy, Janet R.
9
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International journal of hospitality management
6
The journal of services marketing
3
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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 hospitality marketing & management
1
Journal of retailing
1
Services marketing quarterly
1
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ECONIS (ZBW)
20
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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
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:
8
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:
9
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:
10
Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
Saved in:
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