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~isPartOf:"The journal of services marketing"
~person:"Mattila, Anna S."
~person:"Usman, Osly"
~person:"Witell, Lars"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Dienstleistungsqualität
4
Service quality
4
Consumer behaviour
3
Customer satisfaction
3
Konsumentenverhalten
3
Kundenzufriedenheit
3
Beziehungsmarketing
2
Customer service
2
Kundenservice
2
Relationship marketing
2
Anthropomorphism
1
Beschwerdemanagement
1
Complaint management
1
Consumer envy
1
Corporate Social Responsibility
1
Corporate social responsibility
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Customer experience
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Dienstleistung
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Dienstleistungssektor
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Emotion
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Envy
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Kundenbindungsprogramm
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Loyalty program
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Neid
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Relevance
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Rigor
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Selbstbedienung
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Self-service
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Self-service technology (SST)
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Sense of power
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Service encounters
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Service industry
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Mattila, Anna S.
Usman, Osly
Witell, Lars
Sharma, Piyush
9
Klaus, Philipp
5
Collier, Joel E.
4
Luk, Sherriff T. K.
4
McColl-Kennedy, Janet R.
4
O'Cass, Aron
4
Barnes, Donald C.
3
Carlson, Jamie
3
Holloway, Betsy Bugg
3
Palmer, Adrian
3
Zhan, Wu
3
Aksoy, Lerzan
2
Ashill, Nicholas J.
2
Babakus, Emin
2
Basso, Kenny
2
Beatty, Sharon E.
2
Benoit, Sabine
2
Brady, Michael K.
2
Bruce, Helen L.
2
Chan, Anthony
2
Chen, Ivy S. N.
2
Cheng, Zhao-Hong
2
Choi, Beom Joon
2
Cronin, J. J.
2
Dodds, Sarah
2
Edvardsson, Bo
2
Finsterwalder, Jörg
2
Ghazisaeedi, Mehdi
2
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Halvorson, Wade
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Heerden, Gené van
2
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2
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Huang, Min-Hsin
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Jang, Soocheong
2
Johnson, Lester W.
2
Kim, Namwoon
2
Leisen Pollack, Birgit
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The journal of services marketing
International journal of hospitality management
10
Journal of business research : JBR
7
Journal of service management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of hospitality marketing & management
3
International journal of contemporary hospitality management
2
International journal of quality and service sciences
2
Journal of retailing
2
Journal of service research
2
Journal of travel and tourism marketing
2
Services marketing quarterly
2
The TQM journal : the international review of organizational improvement
2
Cornell hospitality quarterly : CQ
1
EFFECT OF CUSTOMER TRUST, USE EASY AND INFORMATION QUALITY ON PURCHASE DECISIONS ON LAZADA E-COMMECE
1
Handbook of hospitality marketing management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of service research : JSR
1
Journal of the Academy of Marketing Science
1
The Cornell hospitality quarterly
1
Total quality management & business excellence
1
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence
1
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ECONIS (ZBW)
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1
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
2
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:
3
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
4
Conducting service research that matters
Gustafsson, Anders
;
Aksoy, Lerzan
;
Brady, Michael K.
; …
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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