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Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
24
Konsumentenverhalten
24
Customer satisfaction
22
Kundenzufriedenheit
22
Beschwerdemanagement
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Complaint management
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Beziehungsmarketing
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Relationship marketing
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service recovery
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service failure
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E-commerce
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Emotion
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Mattila, Anna S.
Antony, Jiju
140
Bruhn, Manfred
84
Siciliani, Luigi
83
Quick, Reiner
81
Knechel, W. Robert
68
Devadasan, S. R.
60
Velte, Patrick
59
Ruhnke, Klaus
58
Propper, Carol
56
Hay, David
55
Straume, Odd Rune
54
Talib, Faisal
53
Hanushek, Eric Alan
51
Omer, Thomas C.
51
Lobo, Gerald J.
48
Li, Chan
47
Wright, Arnold
47
Dale, Barrie G.
46
Gul, Ferdinand A.
46
Marten, Kai-Uwe
46
Tuominen, Kari
46
Bedard, Jean C.
45
Hoitash, Rani
45
Francis, Jere R.
44
Rahman, Zillur
44
Willekens, Marleen
44
Habib, Ahsan
43
Rivkin, Steven G.
43
Shahin, Arash
43
Han, Heesup
42
Prybutok, Victor R.
42
Kamiske, Gerd F.
40
Lück, Wolfgang
40
Wood, David A.
40
Brekke, Kurt R.
39
Hoitash, Udi
39
Cudney, Elizabeth A.
38
Krishnan, Gopal V.
38
Baetge, Jörg
37
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International journal of hospitality management
10
Journal of business research : JBR
4
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
The journal of services marketing
3
International journal of contemporary hospitality management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
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Journal of service management
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The Cornell hospitality quarterly
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ECONIS (ZBW)
39
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1
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:
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
Why do we buy luxury experiences? : measuring value perceptions of luxury hospitality services
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
28
(
2016
)
9
,
pp. 1848-1867
Persistent link: https://www.econbiz.de/10011624179
Saved in:
4
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:
5
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
6
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:
7
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:
8
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:
9
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:
10
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
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