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Mit unrentablen Kunden richtig umgehen
Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard-Business-Manager : das Wissen der Besten 30 (2008) 10, pp. 58-72
Persistent link: https://www.econbiz.de/10003760132
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Customer complaining : the role of tie strenght and information control
Mittal, Vikas; Huppertz, John W.; Khare, Adwait - In: Journal of retailing 84 (2008) 2, pp. 195-204
Persistent link: https://www.econbiz.de/10003744326
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The relationship of sales and marketing expenses to hotel performance in the United States
O'Neill, John; Hanson, Bjorn; Mattila, Anna S. - In: Cornell hospitality quarterly : CQ 49 (2008) 4, pp. 355-363
Persistent link: https://www.econbiz.de/10003774190
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Customer loyalty in electronically mediated environments
Mittal, Vikas; Tsiros, Michael - In: E-Services : opportunities and threats, (pp. 79-109). 2007
Persistent link: https://www.econbiz.de/10003490275
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Perceived controllability and service expectations : influences on customer reactions following service failure
Choi, Sunmee; Mattila, Anna S. - In: Journal of business research : JBR 61 (2008) 1, pp. 24-30
Persistent link: https://www.econbiz.de/10003595227
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The right way to manage unprofitable customers
Mittal, Vikas; Sarkees, Matthew; Murshed, Feisal - In: Harvard business review : HBR 86 (2008) 4, pp. 94-102
Persistent link: https://www.econbiz.de/10003667496
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Customer engagement behavior: theoretical foundations and research directions
Doorn, Jenny van; Lemon, Katherine N.; Mittal, Vikas; … - In: Journal of service research : JSR 13 (2010) 3, pp. 253-266
Persistent link: https://www.econbiz.de/10008652135
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A branding model for web search engines
Zhang, Lu; Jansen, Bernard J.; Mattila, Anna S. - In: International journal of internet marketing and … 7 (2012) 3, pp. 195-216
Persistent link: https://www.econbiz.de/10009576341
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A five-component customer commitment model : implications for repurchase intentions in goods and services industries
Keiningham, Timothy; Frennea, Carly M.; Aksoy, Lerzan; … - In: Journal of service research : JSR 18 (2015) 4, pp. 433-450
Persistent link: https://www.econbiz.de/10011392272
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Silent voices : nonbehavioral reactions to service failures
Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111
Persistent link: https://www.econbiz.de/10011290006