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subject:"USA"
~person:"Mattila, Anna S."
~subject:"Brand image"
~subject:"Complaint management"
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Search: subject_exact:"Customer satisfaction"
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USA
Brand image
Complaint management
Customer satisfaction
37
Kundenzufriedenheit
37
Consumer behaviour
24
Konsumentenverhalten
24
Dienstleistungsqualität
22
Service quality
22
Beziehungsmarketing
20
Relationship marketing
20
Beschwerdemanagement
12
Customer service
7
Gastronomie
7
Kundenservice
7
Restaurant industry
7
Kundenbindungsprogramm
5
Loyalty program
5
Emotion
4
United States
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Corporate Social Responsibility
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Corporate social responsibility
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Selbstbedienung
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Self-service
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Service failure
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Service recovery
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service failure
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service recovery
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14
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Mattila, Anna S.
Han, Heesup
17
Jang, Soocheong
16
Roschk, Holger
13
Grégoire, Yany
12
Gelbrich, Katja
11
Ryu, Kisang
9
Van Vaerenbergh, Yves
9
Guchait, Priyanko
8
Hyun, Sunghyup Sean
8
Homburg, Christian
7
Luo, Xueming
7
Prybutok, Victor R.
7
Stauss, Bernd
7
Vázquez Casielles, Rodolfo
7
Larivière, Bart
6
Loureiro, Sandra Maria Correia
6
Seidel, Wolfgang
6
Sreejesh, S.
6
Balaji, M. S.
5
Cai, Ruiying
5
Casidy, Riza
5
Chahal, Hardeep
5
Chebat, Jean-Charles
5
Day, Ralph L.
5
Edvardsson, Bo
5
Enkawa, Takao
5
Gil Saura, Irene
5
Gruber, Thorsten
5
Gursoy, Dogan
5
Harun, Ahasan
5
Hsu, Cathy H. C.
5
Hsu, Maxwell K.
5
Huber, Frank
5
Keiningham, Timothy
5
Kim, Wansoo
5
MacQuilken, Lisa
5
Miao, Li
5
Shin, Hyunju
5
So, Kevin Kam Fung
5
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International journal of hospitality management
3
Journal of service research
2
International journal of internet marketing and advertising : IJIMA
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Journal of service management
1
Journal of travel and tourism marketing
1
Services marketing quarterly
1
The journal of services marketing
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ECONIS (ZBW)
14
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
8
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:
9
A branding model for web search engines
Zhang, Lu
;
Jansen, Bernard J.
;
Mattila, Anna S.
- In:
International journal of internet marketing and …
7
(
2012
)
3
,
pp. 195-216
Persistent link: https://www.econbiz.de/10009576341
Saved in:
10
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:
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