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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
108
Konsumentenverhalten
101
Customer satisfaction
41
Service quality
40
Beziehungsmarketing
38
Relationship marketing
38
Kundenzufriedenheit
36
Corporate social responsibility
26
Beschwerdemanagement
23
Complaint management
23
Corporate Social Responsibility
22
Gastronomie
21
Hotel industry
21
Hotellerie
21
Restaurant industry
21
USA
21
United States
21
Emotion
16
Hospitality industry
16
Gastgewerbe
15
Preismanagement
14
Pricing strategy
14
Experiment
13
Customer service
10
Gender
10
Kundenservice
10
Advertising effects
9
CSR
9
Werbewirkung
9
Internet marketing
8
Loyalty program
8
Online-Marketing
8
Viral marketing
8
Virales Marketing
8
Geschlecht
7
Kundenbindungsprogramm
7
Power
7
Advertising
6
Consumer behavior
6
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19
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39
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38
Aufsatz im Buch
1
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1
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English
39
Author
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Mattila, Anna S.
39
Ro, Heejung
4
Wu, Luorong
4
Fan, Alei
3
Kim, Kyungmin
3
Liu, Qing
3
Miao, Li
3
Yang, Wan
3
Bolton, Lisa E.
2
Choi, Sungwoo
2
Choi, Sunmee
2
Lin, Ingrid Y.
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Andreau, Luisa
1
Bartlett, Albert
1
Bogicevic, Vanja
1
Casidy, Riza
1
Cho, Wonae
1
Dyussembayeva, Shynar
1
Fock, Henry
1
Gao, Yixing
1
Gauri, Dinesh Kumar
1
Golmohammadi, Alireza
1
Grégoire, Yany
1
Han, Rachel
1
Hanks, Lydia
1
He, Zeya
1
Hou, Yuansi
1
Huey Chern Boo
1
Hwang, Yoo Hee
1
Kim, Ellen E.
1
Kim, Sungsoo
1
King, Ceridwyn
1
Lee, Chung Hun
1
Li, Connie
1
Luo, Anqi
1
Nieto-Garcia, Marta
1
Peng, Jianping
1
Shin, Hyunju
1
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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
1
Journal of service management
1
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
39
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1
The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung
- In:
Journal of travel and tourism marketing
26
(
2009
)
2
,
pp. 120-128
Persistent link: https://www.econbiz.de/10003863480
Saved in:
2
An examination of explanation typology on perceived informational fairness in the context of air travel
Wang, Chen-ya
;
Mattila, Anna S.
;
Bartlett, Albert
- In:
Journal of travel and tourism marketing
26
(
2009
)
8
,
pp. 795-805
Persistent link: https://www.econbiz.de/10003952666
Saved in:
3
Perceived controllability and service expectations : influences on customer reactions following service failure
Choi, Sunmee
;
Mattila, Anna S.
- In:
Journal of business research : JBR
61
(
2008
)
1
,
pp. 24-30
Persistent link: https://www.econbiz.de/10003595227
Saved in:
4
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:
5
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:
6
Improving service management in budget hotels
Peng, Jianping
;
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 139-148
Persistent link: https://www.econbiz.de/10011379970
Saved in:
7
The impact of servicescape cues on consumer prepurchase authenticity assessment and patronage intentions to ethnic restaurants
Wang, Chen-Ya
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
39
(
2015
)
3
,
pp. 346-372
Persistent link: https://www.econbiz.de/10011313049
Saved in:
8
The impact of other customers on customer experiences : a psychological distance perspective
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
1
,
pp. 77-99
Persistent link: https://www.econbiz.de/10009772548
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
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