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~person:"Mattila, Anna S."
~subject:"Konsumentenverhalten"
~subject:"Service management"
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Konsumentenverhalten
Service management
Customer service
10
Kundenservice
10
Customer satisfaction
7
Dienstleistungsqualität
7
Kundenzufriedenheit
7
Service quality
7
Beschwerdemanagement
5
Complaint management
5
Consumer behaviour
5
Beziehungsmarketing
4
Relationship marketing
4
Service encounter
2
service recovery
2
Anthropomorphism
1
Apfel
1
Apple
1
Apple Pay
1
Approach-avoidance
1
Cognition
1
Comparison
1
Complaints
1
Consumer behavior
1
Consumer envy
1
Coolness
1
Cultural identity
1
Customer complaining behaviour
1
Customer services quality
1
Cyberostracism
1
Deviant behavior
1
Deviant customer
1
Dienstleistung
1
Dienstleistungssektor
1
Distributive justice
1
E-Mail
1
E-commerce
1
E-mail
1
Electronic Commerce
1
Embarrassment
1
Emotion
1
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English
5
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Mattila, Anna S.
Gustafsson, Anders
9
Miao, Li
7
Gierl, Heribert
5
Kumar, Anuj
5
Voorhees, Clay M.
5
Barnes, Donald C.
4
Gelbrich, Katja
4
Jerath, Kinshuk
4
McColl-Kennedy, Janet R.
4
Medler-Liraz, Hana
4
Netessine, Serguei
4
Seger-Guttmann, Tali
4
Sharma, Piyush
4
Sirianni, Nancy J.
4
Baker, Melissa A.
3
Bambauer, Silke
3
Bolton, Ruth N.
3
Bonfanti, Angelo
3
Bruhn, Manfred
3
Cheung, Fung Yi Millissa
3
Collier, Joel E.
3
Ferraro, Carla
3
Gouthier, Matthias
3
Groth, Markus
3
Hellström, Daniel
3
Huang, Zhuowei
3
Larivière, Bart
3
Li, Yi
3
Luczak, Holger
3
Paswan, Audhesh
3
Prentice, Catherine
3
Roschk, Holger
3
Rui, Huaxia
3
Sands, Sean
3
Schramm-Klein, Hanna
3
Sousa, Rui
3
Stauss, Bernd
3
Steinmann, Sascha
3
Subramony, Mahesh
3
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Published in...
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International journal of hospitality management
2
Journal of service research
1
Services marketing quarterly
1
The journal of services marketing
1
Source
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ECONIS (ZBW)
5
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1
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:
2
Apple Pay : coolness and embarrassment in the service encounter
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
78
(
2019
),
pp. 268-275
Persistent link: https://www.econbiz.de/10012012758
Saved in:
3
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:
4
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
5
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:
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