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~subject:"Complaint management"
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Complaint management
Consumer behaviour
127
Konsumentenverhalten
118
Beziehungsmarketing
46
Relationship marketing
46
Customer satisfaction
45
Service quality
45
Dienstleistungsqualität
44
Kundenzufriedenheit
39
Corporate social responsibility
29
Hotel industry
28
Hotellerie
28
Beschwerdemanagement
25
Corporate Social Responsibility
25
USA
23
United States
23
Emotion
21
Gastronomie
21
Restaurant industry
21
Hospitality industry
18
Theorie
17
Theory
17
Gastgewerbe
16
Experiment
15
Internet marketing
15
Preismanagement
15
Pricing strategy
15
Online-Marketing
14
Customer service
12
Kundenservice
12
Viral marketing
12
Virales Marketing
12
CSR
11
China
11
Social Web
11
Social web
11
Gender
10
Scheduling problem
10
Scheduling-Verfahren
10
Tourism
10
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Article
25
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25
Aufsatz in Zeitschrift
25
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English
25
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Mattila, Anna S.
24
Fan, Alei
3
Wu, Luorong
3
Bolton, Lisa E.
2
Hwang, Yoo Hee
2
Kim, Kyungmin
2
Ro, Heejung
2
Andreau, Luisa
1
Casidy, Riza
1
Cho, Wonae
1
Choi, Sungwoo
1
Choi, Sunmee
1
Fock, Henry
1
Gao, Yang
1
Gao, Yixing
1
Grégoire, Yany
1
Han, Rachel
1
Hanks, Lydia
1
Huey Chern Boo
1
Kim, Ellen E.
1
Lee, Chung Hun
1
Li, Connie
1
Luo, Anqi
1
Miao, Li
1
Ro, Heejung Cheyenne
1
Rui, Huaxia
1
Shin, Hyunju
1
Sun, Shujing
1
Tambyah, Siok Kuan
1
Tan, Ching Yeng
1
Wang, Chen-ya
1
Wang, Chenya
1
Wirtz, Jochen
1
Yang, Wan
1
Zhao, Xinyuan
1
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International journal of hospitality management
5
Journal of hospitality marketing & management
3
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of management information systems : JMIS
1
Journal of retailing
1
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ECONIS (ZBW)
25
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1
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:
2
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:
3
Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing
;
Gao, Yang
;
Rui, Huaxia
- In:
Journal of management information systems : JMIS
38
(
2021
)
3
,
pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
Saved in:
4
The role of self-service technologies in restoring justice
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung Cheyenne
- In:
Journal of business research : JBR
64
(
2011
)
4
,
pp. 348-355
Persistent link: https://www.econbiz.de/10008859035
Saved in:
5
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
6
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
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
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:
9
The role of cultural tightness-looseness in the ethics of service recovery
Li, Connie
;
Fock, Henry
;
Mattila, Anna S.
- In:
Journal of global marketing
25
(
2012
)
1
,
pp. 3-16
Persistent link: https://www.econbiz.de/10009617932
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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