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~person:"Baker, Thomas L."
~person:"Chebat, Jean-Charles"
~person:"Mattila, Anna S."
~subject:"Complaint management"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Complaint management
Dienstleistungsqualität
53
Service quality
53
Customer satisfaction
29
Kundenzufriedenheit
29
Consumer behaviour
28
Konsumentenverhalten
28
Beschwerdemanagement
27
Beziehungsmarketing
19
Relationship marketing
19
Customer service
9
Kundenservice
9
Gastronomie
7
Restaurant industry
7
Emotion
5
Service failure
5
USA
5
United States
5
service recovery
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Hotel industry
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Hotellerie
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service failure
4
Corporate Social Responsibility
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Corporate social responsibility
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Dienstleistungssektor
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Ethnic discrimination
3
Ethnische Diskriminierung
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Gastgewerbe
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Hospitality industry
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Kundenbindungsprogramm
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Loyalty program
3
Perception
3
Selbstbedienung
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Self-service
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Service industry
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Service recovery
3
Wahrnehmung
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Anthropomorphism
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Cultural identity
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Culture
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27
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Baker, Thomas L.
Chebat, Jean-Charles
Mattila, Anna S.
Grégoire, Yany
12
Jang, Soocheong
10
Van Vaerenbergh, Yves
9
McColl-Kennedy, Janet R.
8
Edvardsson, Bo
7
Guchait, Priyanko
7
Ro, Heejung
7
Tsarenko, Yelena
7
Balaji, M. S.
6
MacQuilken, Lisa
6
Svensson, Göran
6
Tronvoll, Bård
6
Brady, Michael K.
5
Harun, Ahasan
5
Meyer, Tracy
5
Ozuem, Wilson
5
Patterson, Paul G.
5
Shin, Hyunju
5
Sparks, Beverley
5
Sreejesh, S.
5
Beatty, Sharon E.
4
Béal, Mathieu
4
Casidy, Riza
4
Crisafulli, Benedetta
4
Fan, Xiucheng
4
Gelbrich, Katja
4
Gerstner, Eitan
4
Halperin, Basil
4
Hanks, Lydia
4
Ho, Benjamin
4
Hogreve, Jens
4
Hsu, Cathy H. C.
4
Larivière, Bart
4
List, John A.
4
Matos, Celso Augusto de
4
Miao, Li
4
Muir, Ian
4
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International journal of hospitality management
4
Journal of business research : JBR
3
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of quality and service sciences
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of the Academy of Marketing Science
1
Psychology & marketing
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Review of marketing science
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The journal of services marketing
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ECONIS (ZBW)
27
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1
An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Lindsey-Hall, Kristina K.
;
Jaramillo, Susana
;
Baker, …
- In:
Psychology & marketing
40
(
2023
)
6
,
pp. 1047-1060
Persistent link: https://www.econbiz.de/10014291713
Saved in:
2
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:
3
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:
4
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:
5
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
Saved in:
6
How culture moderates the effects of justice in service recovery
Chebat, Elise
;
Roth, Yefim
;
Chebat, Jean-Charles
- In:
Review of marketing science
18
(
2020
)
1
,
pp. 21-41
Persistent link: https://www.econbiz.de/10012298668
Saved in:
7
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:
8
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
9
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
10
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
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