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Customer service
Consumer behaviour
129
Konsumentenverhalten
120
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
Complaint management
25
Corporate Social Responsibility
25
USA
24
United States
24
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
China
12
Kundenservice
12
Viral marketing
12
Virales Marketing
12
CSR
11
Social Web
11
Social web
11
Gender
10
Scheduling problem
10
Scheduling-Verfahren
10
Tourism
10
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12
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12
Aufsatz in Zeitschrift
12
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English
12
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Mattila, Anna S.
10
Choi, Sungwoo
2
Gao, Yang
2
Liu, Qing
2
Rui, Huaxia
2
Sun, Shujing
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
1
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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 management information systems : JMIS
1
Journal of service research
1
MIS quarterly
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
12
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1
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:
2
The power of identity cues in text-based customer service : evidence from Twitter
Gao, Yang
;
Rui, Huaxia
;
Sun, Shujing
- In:
MIS quarterly
47
(
2023
)
3
,
pp. 983-1014
Persistent link: https://www.econbiz.de/10014422566
Saved in:
3
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:
4
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:
5
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:
6
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:
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
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:
9
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:
10
"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
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