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~person:"Wu, Luorong"
~subject:"Beziehungsmarketing"
~subject:"Complaint management"
~subject:"Hospital"
~subject:"Online retailing"
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Beziehungsmarketing
Complaint management
Hospital
Online retailing
Customer satisfaction
12
Kundenzufriedenheit
12
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungsqualität
8
Service quality
8
Relationship marketing
4
Beschwerdemanagement
3
Dienstleistungssektor
3
Service industry
3
Dienstleistung
2
Emotion
2
Internet marketing
2
Krankenhaus
2
Online-Handel
2
Online-Marketing
2
Services
2
Viral marketing
2
Virales Marketing
2
Aesthetic labor
1
Aesthetics
1
Ambient intimacy
1
Blame attributions
1
Brand management
1
Compensation system
1
Consumer
1
Cumulative satisfaction
1
Customer approach intentions
1
Customer service
1
Data Mining
1
Data mining
1
Delight
1
Digital platform
1
Digitale Plattform
1
Dining experience
1
Discrete emotions
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Wu, Luorong
Han, Heesup
33
Homburg, Christian
28
Mattila, Anna S.
26
Svensson, Göran
21
Prentice, Catherine
20
Roschk, Holger
17
Usman, Osly
17
Hyun, Sunghyup Sean
16
Gil Saura, Irene
15
Aksoy, Lerzan
14
Grégoire, Yany
14
Gustafsson, Anders
14
Jang, Soocheong
14
Mittal, Vikas
14
Prybutok, Victor R.
14
Wong, IpKin Anthony
14
Balaji, M. S.
13
Bilgihan, Anil
13
Loureiro, Sandra Maria Correia
13
McColl-Kennedy, Janet R.
13
Stock-Homburg, Ruth
13
Bruhn, Manfred
12
Kim, Wansoo
12
Klaus, Philipp
12
Sparks, Beverley
12
Töpfer, Armin
12
Wieseke, Jan
12
Barnes, Donald C.
11
Bauer, Hans H.
11
Blut, Markus
11
Casidy, Riza
11
Evanschitzky, Heiner
11
Gelbrich, Katja
11
Keiningham, Timothy
11
Park, Jungkun
11
Quach, Sara
11
Rather, Raouf Ahmad
11
Stauss, Bernd
11
Van Vaerenbergh, Yves
11
Bang, Nguyen
10
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International journal of hospitality management
3
International journal of contemporary hospitality management
2
Journal of service management
2
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of service research : JSR
1
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ECONIS (ZBW)
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1
Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape
He, Zeya
;
Wu, Luorong
;
Li, Xiang
- In:
Journal of service management
34
(
2023
)
4
,
pp. 657-695
Persistent link: https://www.econbiz.de/10014338199
Saved in:
2
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
3
Transformative hospitality services : a conceptualization and development of organizational dimensions
Gallan, Andrew S.
;
Kabadayi, Sertan
;
Ali, Faizan
; …
- In:
Journal of business research : JBR
134
(
2021
),
pp. 171-183
Persistent link: https://www.econbiz.de/10012643724
Saved in:
4
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:
5
Hospitality aesthetic labor management : consumers' and prospective employees' perspectives of hospitality brands
Wu, Luorong
;
King, Ceridwyn A.
;
Lu, Lu
;
Guchait, Priyanko
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012241859
Saved in:
6
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
7
The impact of power on service customers’ willingness to post online reviews
Wu, Luorong
;
Mattila, Anna S.
;
Wang, Chen-Ya
;
Hanks, Lydia
- In:
Journal of service research : JSR
19
(
2016
)
2
,
pp. 224-238
Persistent link: https://www.econbiz.de/10011485452
Saved in:
8
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
9
Investigating the impact of surprise rewards on consumer responses
Wu, Luorong
;
Mattila, Anna S.
;
Hanks, Lydia
- In:
International journal of hospitality management
50
(
2015
),
pp. 27-35
Persistent link: https://www.econbiz.de/10011387907
Saved in:
10
Not all smiles are created equal : investigating the effects of display authenticity and service relationship on customer tipping behavior
Bujisic, Milos
;
Wu, Luorong
;
Mattila, Anna
;
Bilgihan, Anil
- In:
International journal of contemporary hospitality management
26
(
2014
)
2
,
pp. 293-306
Persistent link: https://www.econbiz.de/10010250181
Saved in:
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