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~person:"Georgi, Dominik"
~person:"Mattila, Anna S."
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Search: subject_exact:"Beziehungsmanagement"
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Beziehungsmarketing
65
Relationship marketing
65
Consumer behaviour
29
Konsumentenverhalten
29
Customer satisfaction
24
Dienstleistungsqualität
24
Kundenzufriedenheit
24
Service quality
24
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
8
Loyalty program
8
Theorie
7
Theory
7
Customer value
6
Kundenwert
6
Corporate Social Responsibility
5
Corporate social responsibility
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Deutschland
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Gastronomie
5
Germany
5
Lieferantenmanagement
5
Restaurant industry
5
Supplier relationship management
5
Bank marketing
4
Bankmarketing
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Kundenmanagement
4
Kundenservice
4
USA
4
United States
4
Emotion
3
Erwartungsbildung
3
Expectation formation
3
Perception
3
Service recovery
3
Social Web
3
Social web
3
Wahrnehmung
3
service recovery
3
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62
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4
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43
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19
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English
42
German
24
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Georgi, Dominik
Mattila, Anna S.
Bruhn, Manfred
124
Homburg, Christian
111
Kumar, V.
81
Huber, Frank
56
Verhoef, Peter C.
55
Han, Heesup
53
Bauer, Hans H.
51
Herrmann, Andreas
50
Stauss, Bernd
48
Hollebeek, Linda D.
46
Piller, Frank T.
46
Krafft, Manfred
43
Palmatier, Robert W.
40
Gil Saura, Irene
37
Hippner, Hajo
34
Smith, Alan D.
33
Stock-Homburg, Ruth
33
Eggert, Andreas
32
Van den Poel, Dirk
32
Wiedmann, Klaus-Peter
32
Wilde, Klaus D.
32
Grönroos, Christian
31
Mittal, Vikas
31
Thaichon, Park
31
Kleinaltenkamp, Michael
30
Neslin, Scott A.
30
Prentice, Catherine
30
Reichwald, Ralf
30
Svensson, Göran
30
Belz, Christian
29
Töpfer, Armin
29
Evanschitzky, Heiner
28
Loureiro, Sandra Maria Correia
28
Matzler, Kurt
28
Payne, Adrian
28
Reinartz, Werner J.
28
Sheth, Jagdish N.
28
Grewal, Dhruv
27
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International journal of hospitality management
9
The journal of services marketing
6
Journal of business research : JBR
4
Handbuch Kundenbindungsmanagement : Strategien und Instrumente für ein erfolgreiches CRM
3
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
Basler Schriften zum Marketing
2
Cornell hospitality quarterly : CQ
2
Corporate Shared Services : Bereitstellung von Dienstleistungen im Konzern
2
Journal of service management
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Marketing : ZFP ; journal of research and management
2
Services marketing quarterly
2
Customer Relationship Management : neue CRM-Best-Practice-Fallstudien und -Konzepte zu Prozessen, Organisation, Mitarbeiterführung und Technologie
1
Dienstleistungscontrolling
1
Dienstleistungsmanagement und Social Media : Potenziale, Strategien und Instrumente
1
Grundlagen des CRM : Strategie, Geschäftsprozesse und IT-Unterstützung
1
Handbook of hospitality marketing management
1
Handbuch Kundenbindungsmanagement
1
Herausforderung Bankmanagement : Entwicklungslinien und Steuerungsansätze ; Festschrift zum 60. Geburtstag von Henner Schierenbeck
1
Innovationsentwicklung, Internationalität, Mitarbeiterperspektive
1
Integriertes Risiko- und Ertragsmanagement : Kunden- und Unternehmenswert zwischen Risiko und Ertrag
1
Interaktionen im Dienstleistungsbereich
1
International journal of internet marketing and advertising : IJIMA
1
International journal of pharmaceutical and healthcare marketing : IJPHM
1
Journal of retailing
1
Journal of retailing and consumer services
1
Kredit und Kapital
1
Management von Kundenbeziehungen : Perspektiven - Analysen - Strategien - Instrumente : Manfred Bruhn zum 60. Geburtstag
1
Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag
1
Service quality and management
1
SpringerLink / Bücher
1
The journal of product & brand management
1
Vertriebssteuerung in der Finanzdienstleistungsindustrie
1
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ECONIS (ZBW)
65
USB Cologne (EcoSocSci)
1
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1
Does crowdsourcing necessarily lead to brand engagement? : the role of crowdsourcing cues and relationship norms on customer-brand relationships
Herter, Márcia Maurer
;
Shuqair, Saleh
;
Pinto, Diego Costa
- In:
The journal of product & brand management
32
(
2023
)
7
,
pp. 988-1004
Persistent link: https://www.econbiz.de/10014334390
Saved in:
2
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
3
Can customer relationships backfire? : how relationship norms shape moral obligation in cancelation behavior
Shuqair, Saleh
;
Pinto, Diego Costa
;
Cruz-Jesus, Frederico
; …
- In:
Journal of business research : JBR
151
(
2022
),
pp. 463-472
Persistent link: https://www.econbiz.de/10013459867
Saved in:
4
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:
5
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:
6
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:
7
An empathy lens into peer service providers : personal versus commercial hosts
Shuqair, Saleh
;
Pinto, Diego Costa
;
Mattila, Anna S.
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013328029
Saved in:
8
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:
9
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
10
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
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