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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
114
Konsumentenverhalten
107
Customer satisfaction
45
Service quality
41
Beziehungsmarketing
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
Customer service
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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Undetermined
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39
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39
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1
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1
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English
40
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
Hwang, Yujong
1
Jeong, Eui Jun
1
Kim, Dan J.
1
Kim, Ellen E.
1
Kim, Sungsoo
1
King, Ceridwyn
1
Lee, Chung Hun
1
Li, Connie
1
Luo, Anqi
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
Information systems 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)
40
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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
A study of online portal users' loyalty from core service, additional value-added service and switching barriers perspectives
Kim, Dan J.
;
Jeong, Eui Jun
;
Hwang, Yujong
- In:
Information systems management
32
(
2015
)
2
,
pp. 136-152
Persistent link: https://www.econbiz.de/10011307907
Saved in:
3
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:
4
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:
5
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:
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
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:
9
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:
10
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
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