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~person:"Ferraro, Carla"
~person:"Flavián Blanco, Carlos"
~subject:"Relationship marketing"
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Relationship marketing
Beziehungsmarketing
6
Customer service
6
Dienstleistungsqualität
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Kundenservice
6
Service quality
6
Consumer behaviour
4
Customer satisfaction
4
Konsumentenverhalten
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Customer attributions
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Customer characteristics
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Ferraro, Carla
Flavián Blanco, Carlos
Stauss, Bernd
10
Hinterhuber, Hans H.
8
Barnes, Donald C.
7
Helmke, Stefan
7
Beatty, Sharon E.
6
Gustafsson, Anders
6
Van Vaerenbergh, Yves
6
Walsh, Gianfranco
6
Collier, Joel E.
5
Lucas, Robert W.
5
Baker, Melissa A.
4
Bruhn, Manfred
4
Dagger, Tracey S.
4
Dangelmaier, Wilhelm
4
Georgiev, Marin
4
Larivière, Bart
4
Mattila, Anna S.
4
Matzler, Kurt
4
Piccoli, Gabriele
4
Seidel, Wolfgang
4
Shin, Hyunju
4
Sirianni, Nancy J.
4
Terziev, Venelin
4
Angerer, Thomas
3
Bell, Chip R.
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Brown, Tom
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Büttgen, Marion
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Chaker, Nawar N.
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Cheung, Fung Yi Millissa
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Chiguvi, Douglas
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Coenen, Christian
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Edvardsson, Bo
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Frei, Frances X.
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Futrell, Charles M.
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Gazzoli, Gabriel
3
Goodman, John A.
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Business horizons
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Electronic markets : EM ; the international journal of electronic commerce and business media
1
Industrial marketing management : the international journal for industrial and high-tech firms
1
International journal of contemporary hospitality management
1
Journal of business research : JBR
1
The service industries journal
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ECONIS (ZBW)
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1
Frontline robots in tourism and hospitality : service enhancement or cost reduction?
Belanche, Daniel
;
Casaló, Luis V.
;
Flavián Blanco, Carlos
- In:
Electronic markets : EM ; the international journal of …
31
(
2021
)
3
,
pp. 477-492
Persistent link: https://www.econbiz.de/10012666399
Saved in:
2
Buffering B2B service failure : the role of customer engagement
Sands, Sean
;
Campbell, Colin L.
;
Ferraro, Carla
; …
- In:
Industrial marketing management : the international …
103
(
2022
),
pp. 47-60
Persistent link: https://www.econbiz.de/10013255667
Saved in:
3
How small service failures drive customer defection : introducing the concept of microfailures
Sands, Sean
;
Campbell, Colin L.
;
Shedd, Lois
;
Ferraro, Carla
- In:
Business horizons
63
(
2020
)
4
,
pp. 573-584
Persistent link: https://www.econbiz.de/10012287580
Saved in:
4
Similarity over difference : how congruency in customer characteristics drives service experiences
Nguyen, July
;
Ferraro, Carla
;
Sands, Sean
- In:
Journal of business research : JBR
121
(
2020
),
pp. 592-603
Persistent link: https://www.econbiz.de/10012417380
Saved in:
5
Service robot implementation : a theoretical framework and research agenda
Belanche, Daniel
;
Casaló, Luis V.
;
Flavián Blanco, Carlos
- In:
The service industries journal
40
(
2020
)
3/4
,
pp. 203-225
Persistent link: https://www.econbiz.de/10012208486
Saved in:
6
What may lead you to recommend and revisit a hotel after a service failure instead of complaining?
Aguilar-Rojas, Oscar
;
Fandos-Herrera, Carmina
;
Flavián …
- In:
International journal of contemporary hospitality management
27
(
2015
)
2
,
pp. 214-235
Persistent link: https://www.econbiz.de/10011300096
Saved in:
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