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~person:"Chebat, Jean-Charles"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~subject:"Konsumentenverhalten"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Complaint management
Konsumentenverhalten
Dienstleistungsqualität
46
Service quality
46
Consumer behaviour
27
Customer satisfaction
26
Kundenzufriedenheit
26
Beschwerdemanagement
23
Beziehungsmarketing
18
Relationship marketing
18
Customer service
8
Kundenservice
8
Gastronomie
7
Restaurant industry
7
Emotion
4
Hotel industry
4
Hotellerie
4
Service failure
4
service recovery
4
Gastgewerbe
3
Hospitality industry
3
Kundenbindungsprogramm
3
Loyalty program
3
Selbstbedienung
3
Self-service
3
Service recovery
3
USA
3
United States
3
service failure
3
Anthropomorphism
2
Corporate Social Responsibility
2
Corporate social responsibility
2
Cultural identity
2
Culture
2
Dienstleistung
2
Dienstleistungsmanagement
2
Dienstleistungssektor
2
E-commerce
2
Electronic Commerce
2
Experiment
2
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Article
35
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35
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English
35
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Chebat, Jean-Charles
Mattila, Anna S.
Han, Heesup
30
Usman, Osly
20
Prentice, Catherine
17
McColl-Kennedy, Janet R.
16
Jang, Soocheong
15
Line, Nathaniel D.
14
Balaji, M. S.
13
Prybutok, Victor R.
13
Gong, Taeshik
12
Grégoire, Yany
12
Hanks, Lydia
12
Klaus, Philipp
12
Sreejesh, S.
12
Bilgihan, Anil
11
Propper, Carol
11
Quach, Sara
11
Sharma, Piyush
11
Van Vaerenbergh, Yves
11
Edvardsson, Bo
10
Gursoy, Dogan
10
Gustafsson, Anders
10
Hyun, Sunghyup Sean
10
Miao, Li
10
Voorhees, Clay M.
10
Harun, Ahasan
9
Hollebeek, Linda D.
9
Park, Jungkun
9
Xu, Xun
9
Ali, Faizan
8
Amin, Muslim
8
Grewal, Dhruv
8
Orsingher, Chiara
8
Paul, Justin
8
Qu, Hailin
8
Ro, Heejung
8
Wong, IpKin Anthony
8
Wu, Luorong
8
Bujisic, Milos
7
Carlson, Jamie
7
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Journal of business research : JBR
7
International journal of hospitality management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
The journal of services marketing
3
International journal of contemporary hospitality management
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
International journal of quality and service sciences
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of service management
1
Review of marketing science
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ECONIS (ZBW)
35
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1
Would you like to add a gratuity? : when explicit requests hamper tipping
Dyussembayeva, Shynar
;
Viglia, Giampaolo
;
Nieto-Garcia, …
- In:
Journal of business research : JBR
139
(
2022
),
pp. 908-917
Persistent link: https://www.econbiz.de/10013194295
Saved in:
2
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:
3
The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.
;
Mattila, Anna S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
Saved in:
4
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:
5
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:
6
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:
7
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:
8
Negative online reviews and consumers' service consumption
Golmohammadi, Alireza
;
Mattila, Anna S.
;
Gauri, Dinesh Kumar
- In:
Journal of business research : JBR
116
(
2020
),
pp. 27-36
Persistent link: https://www.econbiz.de/10012257533
Saved in:
9
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:
10
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
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