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Customer service
Consumer behaviour
114
Konsumentenverhalten
107
Customer satisfaction
45
Service quality
41
Beziehungsmarketing
40
Dienstleistungsqualität
40
Kundenzufriedenheit
40
Relationship marketing
40
Corporate social responsibility
26
Beschwerdemanagement
24
Complaint management
24
Gastronomie
23
Restaurant industry
23
USA
23
United States
23
Corporate Social Responsibility
22
Hotel industry
22
Hotellerie
22
Emotion
17
Hospitality industry
16
Gastgewerbe
15
Preismanagement
14
Pricing strategy
14
Experiment
13
Advertising effects
10
Gender
10
Kundenservice
10
Werbewirkung
10
CSR
9
E-commerce
9
Electronic Commerce
9
Internet marketing
9
Online-Marketing
9
Viral marketing
9
Virales Marketing
9
Confidence
8
Vertrauen
8
Advertising
7
Firm performance
7
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English
10
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Mattila, Anna S.
10
Choi, Sungwoo
2
Liu, Qing
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Andreau, Luisa
1
Bolton, Lisa E.
1
Casidy, Riza
1
Fan, Alei
1
Hanks, Lydia
1
Huey Chern Boo
1
Kim, Ellen E.
1
Miao, Li
1
Shin, Hyunju
1
Tan, Ching Yeng
1
Wang, Chen-ya
1
Zhao, Xinyuan
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Published in...
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International journal of hospitality management
4
The journal of services marketing
2
International journal of retail & distribution management
1
Journal of service research
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
10
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1
Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
33
(
2013
),
pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
Saved in:
2
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:
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
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:
5
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:
6
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
7
Apple Pay : coolness and embarrassment in the service encounter
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
78
(
2019
),
pp. 268-275
Persistent link: https://www.econbiz.de/10012012758
Saved in:
8
"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:
9
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:
10
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
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