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~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
~subject:"Customer service"
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Customer service
Beziehungsmarketing
86
Relationship marketing
86
Consumer behaviour
43
Konsumentenverhalten
43
Theorie
23
Theory
23
Customer satisfaction
20
Kundenzufriedenheit
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Dienstleistungsqualität
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Service quality
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Germany
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Beschwerdemanagement
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Complaint management
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Product management
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Produktmanagement
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Product quality
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Produktqualität
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United States
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Corporate Social Responsibility
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Herrmann, Andreas
Mattila, Anna S.
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Gustafsson, Anders
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
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4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Angerer, Thomas
3
Bell, Chip R.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
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Chiguvi, Douglas
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Coenen, Christian
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Edvardsson, Bo
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Falk, Tomas
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Fellmann, Michael
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Ferraro, Carla
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Flavián Blanco, Carlos
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Frei, Frances X.
3
Futrell, Charles M.
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Goodman, John A.
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International journal of hospitality management
1
Journal of service research
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
4
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1
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:
2
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
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
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:
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