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Beziehungsmarketing
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Dienstleistungsqualität
27
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27
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25
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Mattila, Anna S.
Bruhn, Manfred
119
Homburg, Christian
116
Kumar, V.
80
Huber, Frank
58
Stauss, Bernd
55
Verhoef, Peter C.
55
Han, Heesup
53
Bauer, Hans H.
51
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50
Johansson, Per-Olov
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Herrmann, Andreas
49
Hollebeek, Linda D.
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Heckman, James J.
46
Piller, Frank T.
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43
Greenstone, Michael
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Palmatier, Robert W.
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Jenkins, Glenn P.
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Gil Saura, Irene
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Reichwald, Ralf
36
Stutzer, Alois
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Svensson, Göran
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Nijkamp, Peter
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Stock-Homburg, Ruth
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Smith, Alan D.
33
Thaichon, Park
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Van den Poel, Dirk
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Brent, Robert J.
32
Grewal, Dhruv
32
Viscusi, W. Kip
32
Wiedmann, Klaus-Peter
32
Wilde, Klaus D.
32
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31
Mittal, Vikas
31
Neslin, Scott A.
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International journal of hospitality management
12
The journal of services marketing
7
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality marketing & management
4
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3
Cornell hospitality quarterly : CQ
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
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Handbook of hospitality marketing management
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International journal of contemporary hospitality management
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International journal of internet marketing and advertising : IJIMA
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ECONIS (ZBW)
50
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1
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:
2
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
Saved in:
3
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:
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
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
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 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:
8
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:
9
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
10
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
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