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~isPartOf:"Journal of service research"
~person:"Mattila, Anna S."
~person:"Palmatier, Robert W."
~subject:"Kundenzufriedenheit"
~subject:"Relationship marketing"
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Kundenzufriedenheit
Relationship marketing
Beschwerdemanagement
2
Beziehungsmarketing
2
Complaint management
2
Consumer behaviour
2
Customer satisfaction
2
Dienstleistungsqualität
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Konsumentenverhalten
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Service quality
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service recovery
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Cognition
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anthropomorphism
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customer complaining
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Mattila, Anna S.
Palmatier, Robert W.
Hollebeek, Linda D.
3
Lemon, Katherine N.
3
McColl-Kennedy, Janet R.
3
Becker, Jan U.
2
Brady, Michael K.
2
Groth, Markus
2
Grégoire, Yany
2
Gustafsson, Anders
2
Hochstein, Bryan
2
Houston, Mark B.
2
Melero-Polo, Iguácel
2
Ostrom, Amy L.
2
Rangarajan, Deva
2
Sesé, F. Javier
2
Spann, Martin
2
Sprott, David E.
2
Sweeney, Jillian C.
2
Verleye, Katrien
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Voorhees, Clay M.
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Walsh, Gianfranco
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Yue, Yumeng
2
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Azer, Jaylan
1
Azzari, Courtney Nations
1
Bagherzadeh, Ramin
1
Bagozzi, Richard P.
1
Barrot, Christian
1
Bayón, Tomás
1
Beatty, Sharon E.
1
Beck, Jonathan M.
1
Belanche, Daniel
1
Bettencourt, Lance A.
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Journal of service research
International journal of hospitality management
9
Journal of marketing
9
Journal of the Academy of Marketing Science
8
The journal of services marketing
6
Journal of business research : JBR
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of hospitality marketing & management
3
Journal of international marketing
3
Cornell hospitality quarterly : CQ
2
Industrial marketing management : the international journal for industrial and high-tech firms
2
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Routledge studies in marketing
2
Services marketing quarterly
2
AMS review : official publication of the Academy of Marketing Science
1
Customer engagement marketing
1
Edward Elgar E-Book Archive
1
Handbook of business-to-business marketing
1
Handbook of hospitality marketing management
1
Handbook of marketing strategy
1
International journal of internet marketing and advertising : IJIMA
1
Journal of consumer psychology : JCP : the official journal of the Society for Consumer Psychology
1
Journal of marketing research : JMR
1
Journal of retailing
1
Journal of service management
1
MSI reports : working paper series
1
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
1
Research handbooks in business and management
1
Springer eBook Collection / Business and Management
1
SpringerLink / Bücher
1
The journal of personal selling & sales management : JPSSM
1
The journal of product & brand management
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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:
2
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
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