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~person:"Burkhauser, Richard V."
~person:"Mattila, Anna S."
~subject:"Kundenservice"
~subject:"USA"
~type_genre:"Article in journal"
~type_genre:"Collection of articles of several authors"
~type_genre:"Statistik"
~type_genre:"Textbook"
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Kundenservice
USA
Customer satisfaction
36
Kundenzufriedenheit
36
Consumer behaviour
28
Konsumentenverhalten
28
Dienstleistungsqualität
24
Service quality
24
Beziehungsmarketing
20
Relationship marketing
20
Beschwerdemanagement
14
Complaint management
14
United States
13
Customer service
10
Großbritannien
9
United Kingdom
9
Gastronomie
8
Restaurant industry
8
Deutschland
6
Germany
6
Corporate Social Responsibility
5
Corporate social responsibility
5
Einkommensverteilung
5
Income distribution
5
Kundenbindungsprogramm
5
Loyalty program
5
Bibliometrics
4
Bibliometrie
4
Comparison
4
Dienstleistungssektor
4
Emotion
4
Experiment
4
Gastgewerbe
4
Gender
4
Geschlecht
4
Hospitality industry
4
Selbstbedienung
4
Self-service
4
Service industry
4
Vergleich
4
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Article
22
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Article in journal
Collection of articles of several authors
Statistik
Textbook
Aufsatz in Zeitschrift
22
Working Paper
6
Arbeitspapier
5
Graue Literatur
5
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5
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English
22
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Burkhauser, Richard V.
Mattila, Anna S.
Kanas, Angelos
14
Broadberry, Stephen N.
13
Gil-Alaña, Luis A.
13
Peel, David
13
O'Mahony, Mary
12
Gustafsson, Anders
11
Hamori, Shigeyuki
11
MacDonald, Ronald
11
Sarno, Lucio
11
Bekaert, Geert
10
Han, Heesup
10
Laband, David N.
10
Sharma, Piyush
10
Walsh, Gianfranco
10
Barnes, Donald C.
9
Beatty, Sharon E.
9
Jang, Soocheong
9
Miao, Li
9
Ark, Bart van
8
Blanpain, Roger
8
Blundell, Richard W.
8
Caporale, Guglielmo Maria
8
Collier, Joel E.
8
Edvardsson, Bo
8
Hughes Hallett, Andrew
8
Koedijk, Kees
8
Kugler, Peter
8
McColl-Kennedy, Janet R.
8
Taylor, Mark P.
8
Van Vaerenbergh, Yves
8
Bahmani-Oskooee, Mohsen
7
Banks, James
7
Brounen, Dirk
7
Chan, Kam C.
7
Gremler, Dwayne D.
7
Hein, Eckhard
7
Kim, Wansoo
7
Ok, Chihyung
7
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International journal of hospitality management
5
Schmollers Jahrbuch : journal of contextual economics
3
The journal of services marketing
2
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
Journal of applied econometrics
1
Journal of income distribution : an international quarterly
1
Journal of service research
1
Journal of travel and tourism marketing
1
Managing service quality : MSQ ; an international journal
1
Oxford economic papers
1
Services marketing quarterly
1
Social security bulletin
1
The Cornell hospitality quarterly
1
Vierteljahrshefte zur Wirtschaftsforschung
1
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ECONIS (ZBW)
22
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22
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1
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
2
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
3
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:
4
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:
5
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
6
Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
33
(
2013
),
pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
Saved in:
7
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:
8
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:
9
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:
10
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
Saved in:
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