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~isPartOf:"International journal of hospitality management"
~person:"Mattila, Anna S."
~person:"Patterson, Paul G."
~person:"Robertson, Nichola"
~person:"Wan, Lisa C."
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Beschwerdemanagement
6
Complaint management
6
Consumer behaviour
4
Dienstleistungsqualität
4
Konsumentenverhalten
4
Service quality
4
Beziehungsmarketing
3
Customer satisfaction
3
Kundenzufriedenheit
3
Relationship marketing
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Customer service
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Gastronomie
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Kundenservice
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Restaurant industry
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Service failure
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Service recovery
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Approach-avoidance
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Australia
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Australien
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Consumer complaint behavior
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Cross-cultural study
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Kundenbindungsprogramm
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Other customers
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Mattila, Anna S.
Patterson, Paul G.
Robertson, Nichola
Wan, Lisa C.
Guchait, Priyanko
6
Jang, Soocheong
6
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
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Lee, Lindsey
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Luo, Anqi
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MacQuilken, Lisa
2
Madera, Juan M.
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Magnini, Vincent P.
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Meng, Fang
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Miao, Li
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Ro, Heejung
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Sreejesh, S.
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Taheri, Babak
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Wang, Xingyu
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Wei, Wei
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Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
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Assaf, A. Georges
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Baker, Melissa A.
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Cai, Liping A.
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Chen, Kai
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DiPietro, Robin B.
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El-Manstrly, Dahlia
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International journal of hospitality management
Journal of hospitality marketing & management
4
The journal of services marketing
4
Journal of retailing
3
Journal of service research : JSR
3
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 international consumer marketing
2
Journal of international marketing
2
Journal of service management
2
Journal of service research
2
Psychology & marketing
2
Services marketing quarterly
2
California management review
1
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of consumer behaviour : an international research review
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of global marketing
1
Journal of strategic marketing
1
Managing service quality : MSQ ; an international journal
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ECONIS (ZBW)
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1
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:
2
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
3
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
Saved in:
4
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:
5
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:
6
The influence of guarantees, active requests to voice and failure severity on customer complaint behavior
MacQuilken, Lisa
;
Robertson, Nichola
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 953-962
Persistent link: https://www.econbiz.de/10009242071
Saved in:
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