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~person:"Disney, Richard"
~person:"Jenkins, Stephen"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~type_genre:"Aufsatz in Zeitschrift"
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Complaint management
Großbritannien
93
United Kingdom
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Customer satisfaction
36
Kundenzufriedenheit
36
Consumer behaviour
28
Konsumentenverhalten
28
Dienstleistungsqualität
24
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Aufsatz in Zeitschrift
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Disney, Richard
Jenkins, Stephen
Mattila, Anna S.
Grégoire, Yany
12
Van Vaerenbergh, Yves
9
Gelbrich, Katja
8
Jang, Soocheong
8
Gruber, Thorsten
7
Guchait, Priyanko
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Vázquez Casielles, Rodolfo
7
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6
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5
Chebat, Jean-Charles
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Harun, Ahasan
5
Matos, Celso Augusto de
5
Robertson, Nichola
5
Shin, Hyunju
5
Sreejesh, S.
5
Tronvoll, Bård
5
Tsarenko, Yelena
5
Voorhees, Clay M.
5
Weber, Karin
5
Baker, Melissa A.
4
Cai, Ruiying
4
Casidy, Riza
4
Edvardsson, Bo
4
Hanks, Lydia
4
Hsu, Cathy H. C.
4
Iglesias Argu͏̈elles, Víctor
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Larivière, Bart
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Nikbin, Davoud
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Orsingher, Chiara
4
Prybutok, Gayle
4
Prybutok, Victor R.
4
Reppel, Alexander
4
Ro, Heejung
4
Svensson, Göran
4
Tripp, Thomas M.
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Varela Neira, Concepción
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International journal of hospitality management
3
Journal of service research
2
The journal of services marketing
2
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality marketing & management
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Journal of retailing
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Journal of service management
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Services marketing quarterly
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ECONIS (ZBW)
14
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1
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1
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:
2
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:
3
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:
4
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:
5
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:
6
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
7
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:
8
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
9
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
10
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
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