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subject:"Konsumentenverhalten"
~person:"Wu, Luorong"
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Search: subject_exact:"Complaint management"
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Konsumentenverhalten
Beschwerdemanagement
4
Complaint management
4
Consumer behaviour
4
Dienstleistungsqualität
4
Service quality
4
Customer satisfaction
3
Kundenzufriedenheit
3
Selbstbedienung
2
Self-service
2
Anthropomorphism
1
Beziehungsmarketing
1
Blame attributions
1
Digital platform
1
Digitale Plattform
1
Emotion
1
Ethnic group
1
Ethnicity
1
Ethnische Gruppe
1
Gender
1
Geschlecht
1
Multiparty service failure
1
Negative emotions
1
Other customers
1
Platform business
1
Platform-centric service failure
1
Relationship marketing
1
Role Congruity Theory
1
Self-service technology (SST)
1
Sense of power
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Service failure
1
Service technology
1
Share Economy
1
Sharing economy
1
Stereotypes
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Switching intentions
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Technischer Fortschritt
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Technological change
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Technologie
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Technology
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Wu, Luorong
Mattila, Anna S.
17
Roschk, Holger
9
Gelbrich, Katja
8
McColl-Kennedy, Janet R.
7
Balaji, M. S.
6
Jang, Soocheong
6
Robertson, Nichola
6
Baker, Melissa A.
5
Cai, Ruiying
5
Day, Ralph L.
5
Grégoire, Yany
5
MacQuilken, Lisa
5
Matos, Celso Augusto de
5
Miao, Li
5
Svensson, Göran
5
Tsarenko, Yelena
5
Ding Hooi Ting
4
Harun, Ahasan
4
Hogreve, Jens
4
Hunt, H. Keith
4
Patterson, Paul G.
4
Ro, Heejung
4
Strizhakova, Yuliya
4
Wan, Lisa C.
4
Weber, Karin
4
Zaugg, Alexandra Daniela
4
Abbasi, Amir Zaib
3
Chen, Jing
3
Chi, Christina Geng-Qing
3
Donoghue, Suné
3
Fan, Alei
3
Fürst, Andreas
3
Garín-Muñoz, Teresa
3
Gijón, Covadonga
3
Hanks, Lydia
3
Harris, Lloyd C.
3
Homburg, Christian
3
Huey Chern Boo
3
Istanbulluoglu, Doga
3
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International journal of contemporary hospitality management
1
Journal of hospitality marketing & management
1
Journal of service management
1
The journal of services marketing
1
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ECONIS (ZBW)
4
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1
Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms
Wu, Luorong
;
Liu, Qing
;
Ma, Shihan
;
Hanks, Lydia
- In:
International journal of contemporary hospitality management
35
(
2023
)
4
,
pp. 1332-1375
Persistent link: https://www.econbiz.de/10014280782
Saved in:
2
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
3
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
4
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
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