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~person:"Francis, Jere R."
~person:"Mattila, Anna S."
~type_genre:"Article in journal"
~type_genre:"Aufsatz in Zeitschrift"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Dienstleistungsqualität
46
Service quality
46
Consumer behaviour
24
Konsumentenverhalten
24
Customer satisfaction
21
Kundenzufriedenheit
21
Beschwerdemanagement
18
Complaint management
18
Beziehungsmarketing
16
Relationship marketing
16
Financial audit
8
Wirtschaftsprüfung
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Customer service
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Gastronomie
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Kundenservice
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Restaurant industry
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USA
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United States
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service recovery
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Gastgewerbe
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service failure
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Anthropomorphism
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Berichtswesen
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Corporate Social Responsibility
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Dienstleistung
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Dienstleistungsmanagement
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Dienstleistungssektor
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Article in journal
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46
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Francis, Jere R.
Mattila, Anna S.
Han, Heesup
42
Prybutok, Victor R.
39
Prentice, Catherine
32
McColl-Kennedy, Janet R.
26
Shahin, Arash
26
Edvardsson, Bo
22
Siciliani, Luigi
20
Knechel, W. Robert
19
Sharma, Piyush
19
Balaji, M. S.
18
Witell, Lars
18
Hanushek, Eric Alan
17
Jang, Soocheong
17
Marimon, Frederic
17
Gong, Taeshik
16
Hyun, Sunghyup Sean
16
Klaus, Philipp
16
Wong, IpKin Anthony
16
Zhang, Min
16
Gil Saura, Irene
15
Gustafsson, Anders
15
Gravelle, Hugh
14
Guchait, Priyanko
14
Ladhari, Riadh
14
Line, Nathaniel D.
14
Park, Jungkun
14
Patterson, Paul G.
14
Qu, Hailin
14
Bilgihan, Anil
13
Grégoire, Yany
13
Gursoy, Dogan
13
Karatepe, Osman M.
13
Kim, Woo Gon
13
McFadden, Kathleen L.
13
O'Cass, Aron
13
Quach, Sara
13
Raman, Krishnamurthy K.
13
So, Kevin Kam Fung
13
Sreejesh, S.
13
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International journal of hospitality management
10
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of hospitality marketing & management
3
The accounting review : a publication of the American Accounting Association
3
The journal of services marketing
3
Auditing : a journal of practice & theory
2
International journal of contemporary hospitality management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Services marketing quarterly
2
Contemporary accounting research : a journal of the Canadian Academic Accounting Association
1
Cornell hospitality quarterly : CQ
1
International journal of retail & distribution management
1
Journal of accounting, auditing & finance : JAAF
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of service management
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The British accounting review : the journal of the British Accounting Association
1
The Cornell hospitality quarterly
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ECONIS (ZBW)
46
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1
Do high-quality auditors improve non-GAAP reporting?
Feng, Zhuoan
;
Francis, Jere R.
;
Shan, Yaowen
;
Taylor, …
- In:
The accounting review : a publication of the American …
98
(
2023
)
1
,
pp. 215-250
Persistent link: https://www.econbiz.de/10014234223
Saved in:
2
Going big, going small : a perspective on strategies for researching audit quality
Francis, Jere R.
- In:
The British accounting review : the journal of the …
55
(
2023
)
2
,
pp. 1-15
Persistent link: https://www.econbiz.de/10014284662
Saved in:
3
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:
4
The relative importance of auditor characteristics versus client factors in explaining audit quality
Cameran, Mara
;
Campa, Domenico
;
Francis, Jere R.
- In:
Journal of accounting, auditing & finance : JAAF
37
(
2022
)
4
,
pp. 751-776
Persistent link: https://www.econbiz.de/10013389060
Saved in:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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
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