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~person:"Flavián Blanco, Carlos"
~person:"Larivière, Bart"
~subject:"Relationship marketing"
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Relationship marketing
Customer service
8
Dienstleistungsqualität
8
Kundenservice
8
Service quality
8
Beziehungsmarketing
7
Customer satisfaction
7
Kundenzufriedenheit
7
Beschwerdemanagement
4
Complaint management
4
Consumer behaviour
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Konsumentenverhalten
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Service recovery
3
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Hospitality industry
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Hotel industry
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Hotellerie
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Robot
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Roboter
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Service robots
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Affinity
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Arbeitskräfte
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Artificial intelligence
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Complaints
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Cultural identity
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Customer attributions
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Customer behavioral intentions
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Customer experience
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Customer integration
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Customer roles
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7
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Flavián Blanco, Carlos
Larivière, Bart
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
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.
3
Brown, Tom
3
Büttgen, Marion
3
Chaker, Nawar N.
3
Cheung, Fung Yi Millissa
3
Chiguvi, Douglas
3
Coenen, Christian
3
Edvardsson, Bo
3
Ferraro, Carla
3
Frei, Frances X.
3
Futrell, Charles M.
3
Gazzoli, Gabriel
3
Goodman, John A.
3
Gouthier, Matthias H. J.
3
Gremler, Dwayne D.
3
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Managing service quality : MSQ ; an international journal
2
Electronic markets : EM ; the international journal of electronic commerce and business media
1
International journal of contemporary hospitality management
1
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy
1
Journal of business research : JBR
1
The service industries journal
1
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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
The smarter, the better?! : customer well-being, engagement, and perceptions in smart service systems
Henkens, Bieke
;
Verleye, Katrien
;
Larivière, Bart
- In:
International journal of research in marketing : IJRM ; …
38
(
2021
)
2
,
pp. 425-447
Persistent link: https://www.econbiz.de/10012591054
Saved in:
3
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:
4
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart
;
Bowen, David E.
;
Andreassen, Tor W.
; …
- In:
Journal of business research : JBR
79
(
2017
),
pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Saved in:
5
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:
6
Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves
;
De Keyser, Arne
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
24
(
2014
)
1
,
pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
Saved in:
7
Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves
;
Vermeir, Iris
;
Larivière, Bart
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
6
,
pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
Saved in:
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