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~person:"Aksoy, Lerzan"
~person:"Mattila, Anna S."
~person:"Sharma, Piyush"
~person:"Stock-Homburg, Ruth"
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Customer satisfaction
97
Kundenzufriedenheit
97
Beziehungsmarketing
50
Relationship marketing
50
Dienstleistungsqualität
46
Service quality
46
Consumer behaviour
44
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44
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15
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15
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14
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Satisfaction
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Aksoy, Lerzan
Mattila, Anna S.
Sharma, Piyush
Stock-Homburg, Ruth
Han, Heesup
68
Homburg, Christian
59
Mittal, Vikas
33
Svensson, Göran
33
Usman, Osly
28
Ringle, Christian M.
27
Wong, IpKin Anthony
27
Söderlund, Magnus
26
Gil Saura, Irene
25
Huber, Frank
25
Prentice, Catherine
25
Prayag, Girish
24
Prybutok, Victor R.
24
Hyun, Sunghyup Sean
23
Bruhn, Manfred
22
Jang, Soocheong
21
Shahin, Arash
21
Bauer, Hans H.
20
Bilgihan, Anil
20
Evanschitzky, Heiner
20
Keiningham, Timothy
20
Matzler, Kurt
20
Lee, Choong-Ki
19
Spiller, Achim
19
Töpfer, Armin
19
Ryu, Kisang
18
Stauss, Bernd
18
Balaji, M. S.
17
Gustafsson, Anders
17
Loureiro, Sandra Maria Correia
17
Wieseke, Jan
17
Barnes, Donald C.
16
Frank, Björn
16
Gelbrich, Katja
16
Hsu, Maxwell K.
16
Park, Jungkun
16
Roschk, Holger
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The journal of services marketing
13
International journal of hospitality management
10
Journal of service management
8
Journal of service research : JSR
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
4
Neue betriebswirtschaftliche Forschung : Nbf
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3
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3
Journal of the Academy of Marketing Science
3
Cornell hospitality quarterly : CQ
2
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
The international journal of bank marketing : IJBM
2
Branding and sustainable competitive advantage : building virtual presence
1
Current insights and future trends : [extended versions of papers presented at the 10th ICORIA (International Conference on Research in Advertising), held in Berlin, Germany, in June 2011]
1
Gabler Research
1
Gabler research
1
Handbook of hospitality marketing management
1
Handbook of research on customer equity in marketing
1
Handbuch Mitarbeiterbefragung
1
International journal of internet marketing and advertising : IJIMA
1
Journal of global marketing
1
Journal of interactive marketing : a quarterly publication from the Direct Marketing Educational Foundation
1
Journal of international consumer marketing
1
Journal of marketing
1
Journal of marketing management : MM
1
Journal of marketing research : JMR
1
Journal of retailing
1
Journal of service theory and practice : JSTP
1
Kompetenz in Wissenschaft & Management
1
MIT sloan management review
1
Marketing Science
1
Marketing intelligence & planning
1
Neue betriebswirtschaftliche Forschung
1
Neue betriebswirtschaftliche Forschung : nbf
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Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
1
Services marketing quarterly
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ECONIS (ZBW)
98
RePEc
1
USB Cologne (EcoSocSci)
1
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1
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
2
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
3
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
Saved in:
4
Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies
Chan, Kimmy Wa
;
Gong, Taeshik
;
Sharma, Piyush
;
Chu, Candace
- In:
Journal of business research : JBR
150
(
2022
),
pp. 297-310
Persistent link: https://www.econbiz.de/10013365716
Saved in:
5
Self-service technology in supermarkets : do frontline staff still matter?
Sharma, Piyush
;
Ueno, Akiko
;
Kingshott, Russel
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012433423
Saved in:
6
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:
7
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:
8
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:
9
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:
10
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
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