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person:"Günter, Bernd"
~person:"Mattila, Anna S."
~subject:"Customer analysis"
~subject:"Customer satisfaction"
~subject:"Marktforschung"
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Customer analysis
Customer satisfaction
Marktforschung
Beziehungsmarketing
61
Relationship marketing
61
Consumer behaviour
29
Konsumentenverhalten
29
Kundenzufriedenheit
23
Beschwerdemanagement
17
Complaint management
17
Dienstleistungsqualität
17
Service quality
17
Theorie
15
Theory
15
Deutschland
11
Germany
11
Kundenmanagement
10
Customer value
9
Kundenwert
9
Contribution margin
8
Cost-benefit analysis
8
Deckungsbeitragsrechnung
8
Kosten-Nutzen-Analyse
8
Lieferantenmanagement
8
Market research
8
Shareholder Value
8
Shareholder value
8
Supplier relationship management
8
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
5
Corporate social responsibility
5
Customer service
5
Gastronomie
5
Kundenservice
5
Marketing management
5
Marketingmanagement
5
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5
Kundenanalyse
4
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English
20
German
13
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Günter, Bernd
Mattila, Anna S.
Han, Heesup
32
Homburg, Christian
30
Prentice, Catherine
19
Svensson, Göran
19
Bruhn, Manfred
18
Gil Saura, Irene
15
Kumar, V.
15
Mittal, Vikas
15
Aksoy, Lerzan
14
Huber, Frank
14
Bauer, Hans H.
13
Evanschitzky, Heiner
13
Hyun, Sunghyup Sean
13
Usman, Osly
13
Wong, IpKin Anthony
13
Bang, Nguyen
12
Bilgihan, Anil
12
Gustafsson, Anders
12
Kim, Wansoo
12
Klaus, Philipp
12
Krafft, Manfred
12
Stauss, Bernd
12
Stock-Homburg, Ruth
12
Balaji, M. S.
11
Blut, Markus
11
Keiningham, Timothy
11
Loureiro, Sandra Maria Correia
11
Quach, Sara
11
Rather, Raouf Ahmad
11
Töpfer, Armin
11
Wieseke, Jan
11
Barnes, Donald C.
10
Herrmann, Andreas
10
McColl-Kennedy, Janet R.
10
Van Vaerenbergh, Yves
10
Verhoef, Peter C.
10
Casidy, Riza
9
Grégoire, Yany
9
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Published in...
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International journal of hospitality management
6
The journal of services marketing
3
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
2
Springer eBook Collection / Business and Economics
2
Cornell hospitality quarterly : CQ
1
Grundlagen des CRM : Strategie, Geschäftsprozesse und IT-Unterstützung
1
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Investitionsgüter- und High-Tech-Marketing (ITM) : erprobte Instrumentarien, Erfolgsbeispiele, Problemlösungen
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Marketing in kleinen und mittleren Unternehmen
1
Marktleistung und Wettbewerb : strategische und operative Perspektiven der marktorientierten Leistungsgestaltung; Werner H. Engelhardt zum 65. Geburtstag
1
Probleme und Trends in der Marketing-Forschung : Festschrift für Professor Dr. Peter Hammann zum 60. Geburtstag
1
Services marketing quarterly
1
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ECONIS (ZBW)
33
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1
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
2
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
3
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:
4
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:
5
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
6
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:
7
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
8
Is it my luck or loyalty? : the role of culture on customer preferences for loyalty reward types
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
6
,
pp. 769-778
Persistent link: https://www.econbiz.de/10011927138
Saved in:
9
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
10
Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
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