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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of service research : JSR"
~isPartOf:"The journal of services marketing"
~person:"Fan, Alei"
~subject:"Complaint management"
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Complaint management
Beschwerdemanagement
2
Consumer behaviour
2
Konsumentenverhalten
2
Other customers
2
Anthropomorphism
1
Beziehungsmarketing
1
Concern for face
1
Consumer complaint behavior
1
Cross-cultural study
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Cultural identity
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Dienstleistungsqualität
1
Kulturelle Identität
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Relationship marketing
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Selbstbedienung
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Self-service
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Self-service technology (SST)
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Fan, Alei
Mattila, Anna S.
8
Jang, Soocheong
7
Guchait, Priyanko
6
Tsarenko, Yelena
5
Brady, Michael K.
3
Gelbrich, Katja
3
Patterson, Paul G.
3
Beatty, Sharon E.
2
Hoffman, K. Douglas
2
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lages, Cristiana R.
2
Larivière, Bart
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Matos, Celso Augusto de
2
McColl-Kennedy, Janet R.
2
Meng, Fang
2
Miao, Li
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Ro, Heejung
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Robertson, Nichola
2
Roschk, Holger
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So, Kevin Kam Fung
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Sreejesh, S.
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Svari, Sander
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Svensson, Göran
2
Taheri, Babak
2
Tojib, Dewi
2
Van Vaerenbergh, Yves
2
Vermeir, Iris
2
Walsh, Gianfranco
2
Wang, Xingyu
2
Wei, Wei
2
Abney, Alexandra K.
1
Adler, Howard
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International journal of hospitality management
Journal of service research : JSR
The journal of services marketing
Journal of hospitality marketing & management
1
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ECONIS (ZBW)
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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:
2
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
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