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~person:"Wu, Luorong"
~subject:"Complaint management"
~subject:"Dienstleistungssektor"
~subject:"Hospital"
~subject:"Online retailing"
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Complaint management
Dienstleistungssektor
Hospital
Online retailing
Customer satisfaction
12
Kundenzufriedenheit
12
Consumer behaviour
11
Konsumentenverhalten
11
Dienstleistungsqualität
8
Service quality
8
Beziehungsmarketing
4
Relationship marketing
4
Beschwerdemanagement
3
Service industry
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Dienstleistung
2
Emotion
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Internet marketing
2
Krankenhaus
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Online-Handel
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Online-Marketing
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Services
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2
Virales Marketing
2
Aesthetic labor
1
Aesthetics
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Ambient intimacy
1
Blame attributions
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Brand management
1
Compensation system
1
Consumer
1
Cumulative satisfaction
1
Customer approach intentions
1
Customer service
1
Data Mining
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Digitale Plattform
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Dining experience
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Wu, Luorong
Roschk, Holger
14
Mattila, Anna S.
13
Grégoire, Yany
12
Gelbrich, Katja
11
Guchait, Priyanko
11
McColl-Kennedy, Janet R.
10
Prybutok, Victor R.
9
Stauss, Bernd
9
Van Vaerenbergh, Yves
9
Grewal, Dhruv
8
Jang, Soocheong
8
Vázquez Casielles, Rodolfo
8
Balaji, M. S.
7
Sparks, Beverley
7
Usman, Osly
7
Xu, Xun
7
Brady, Michael K.
6
Hammerschmidt, Maik
6
Larivière, Bart
6
Parayitam, Satyanarayana
6
Park, Jungkun
6
Rohman, Fatchur
6
Román, Sergio
6
Sajad Rezaei
6
Seidel, Wolfgang
6
Sreejesh, S.
6
Bauer, Hans H.
5
Casidy, Riza
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Falk, Tomas
5
Harun, Ahasan
5
Izogo, Ernest Emeka
5
Kazley, Abby Swanson
5
Lu, Lu
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Menachemi, Nir
5
Mende, Martin
5
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International journal of contemporary hospitality management
2
International journal of 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
Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses
Wu, Luorong
;
Fan, Alei
;
Yang, Yang
;
He, Zeya
- In:
International journal of hospitality management
101
(
2022
),
pp. 110
Persistent link: https://www.econbiz.de/10013271321
Saved in:
4
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:
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
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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