//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~accessRights:"restricted"
~language:"eng"
~person:"Mattila, Anna S."
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject_exact:"CRM (Customer Relationship Management)"
Narrow search
Delete all filters
| 3 applied filters
Year of publication
From:
To:
Subject
All
Beziehungsmarketing
18
Relationship marketing
18
Consumer behaviour
16
Konsumentenverhalten
16
Customer satisfaction
9
Kundenzufriedenheit
9
Dienstleistungsqualität
8
Service quality
8
Kundenbindungsprogramm
6
Loyalty program
6
Beschwerdemanagement
5
Complaint management
5
service recovery
3
Corporate Social Responsibility
2
Corporate social responsibility
2
Customer service
2
Emotion
2
Fundraising
2
Gastronomie
2
Kundenservice
2
Lieferantenmanagement
2
Restaurant industry
2
Social norm
2
Soziale Norm
2
Supplier relationship management
2
Viral marketing
2
Virales Marketing
2
loyalty reward program
2
service failure
2
Airline
1
Ambient intimacy
1
Behaviour
1
Brand
1
Brand engagement
1
Brand management
1
CSR
1
Cancelation behavior
1
Cause-Related Marketing
1
Cause-related marketing
1
Cognition
1
more ...
less ...
Online availability
All
Undetermined
Free
1
Type of publication
All
Article
18
Type of publication (narrower categories)
All
Article in journal
18
Aufsatz in Zeitschrift
18
Language
All
English
Author
All
Mattila, Anna S.
Han, Heesup
38
Hollebeek, Linda D.
36
Kumar, V.
27
Thaichon, Park
24
Rather, Raouf Ahmad
22
Loureiro, Sandra Maria Correia
21
Svensson, Göran
20
Khan, Imran
19
Kumar, Vikas
19
Prentice, Catherine
19
Quach, Sara
19
So, Kevin Kam Fung
19
Ahn, Jiseon
18
Gil Saura, Irene
18
Palmatier, Robert W.
18
Itani, Omar S.
17
Vrontis, Demetris
17
Klaus, Philipp
16
Rahman, Zillur
16
Roy, Sanjit
16
Grewal, Dhruv
15
Japutra, Arnold
15
Balaji, M. S.
14
Johnson, Lester W.
14
Karjaluoto, Heikki
14
King, Ceridwyn
14
Leckie, Civilai
14
Agnihotri, Raj
13
Chatterjee, Sheshadri
13
Dwivedi, Yogesh Kumar
13
Sesé, F. Javier
13
Sreejesh, S.
13
Verhoef, Peter C.
13
Wong, IpKin Anthony
13
Casidy, Riza
12
Chaker, Nawar N.
12
Gong, Taeshik
12
Harrigan, Paul
12
Qu, Hailin
12
more ...
less ...
Published in...
All
International journal of hospitality management
4
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
The journal of services marketing
2
Cornell hospitality quarterly : CQ
1
Journal of hospitality marketing & management
1
Services marketing quarterly
1
The journal of product & brand management
1
more ...
less ...
Source
All
ECONIS (ZBW)
18
Showing
1
-
10
of
18
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
Does crowdsourcing necessarily lead to brand engagement? : the role of crowdsourcing cues and relationship norms on customer-brand relationships
Herter, Márcia Maurer
;
Shuqair, Saleh
;
Pinto, Diego Costa
- In:
The journal of product & brand management
32
(
2023
)
7
,
pp. 988-1004
Persistent link: https://www.econbiz.de/10014334390
Saved in:
2
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
3
Can customer relationships backfire? : how relationship norms shape moral obligation in cancelation behavior
Shuqair, Saleh
;
Pinto, Diego Costa
;
Cruz-Jesus, Frederico
; …
- In:
Journal of business research : JBR
151
(
2022
),
pp. 463-472
Persistent link: https://www.econbiz.de/10013459867
Saved in:
4
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:
5
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:
6
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:
7
An empathy lens into peer service providers : personal versus commercial hosts
Shuqair, Saleh
;
Pinto, Diego Costa
;
Mattila, Anna S.
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013328029
Saved in:
8
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:
9
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
10
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
1
2
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->