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~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~subject:"Quality management"
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Complaint management
Quality management
Beziehungsmarketing
87
Relationship marketing
87
Consumer behaviour
44
Konsumentenverhalten
44
Theorie
23
Theory
23
Customer satisfaction
20
Kundenzufriedenheit
20
Dienstleistungsqualität
19
Service quality
19
Deutschland
17
Germany
17
Beschwerdemanagement
12
Product management
9
Produktmanagement
9
Market research
8
Marktforschung
8
Kundenbindungsprogramm
7
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Product quality
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Produktqualität
7
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6
Corporate social responsibility
6
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4
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4
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4
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4
Marketingmanagement
4
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English
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Herrmann, Andreas
Mattila, Anna S.
Stauss, Bernd
19
Bruhn, Manfred
16
Grégoire, Yany
9
Van Vaerenbergh, Yves
8
Fürst, Andreas
7
Roschk, Holger
7
Seidel, Wolfgang
7
Brock, Christian
6
Cai, Ruiying
6
Choi, Beom Joon
6
Gelbrich, Katja
6
Günter, Bernd
6
Homburg, Christian
6
Töpfer, Armin
6
Vázquez Casielles, Rodolfo
6
Balaji, M. S.
5
Evanschitzky, Heiner
5
Jang, Soocheong
5
Pepels, Werner
5
Svensson, Göran
5
Baker, Melissa A.
4
Blut, Markus
4
Chen, Jing
4
Dietrich, Martin
4
Ding Hooi Ting
4
Dwivedi, Yogesh Kumar
4
Joireman, Jeff
4
Larivière, Bart
4
Payne, Adrian
4
Rahman, Zillur
4
Ro, Heejung
4
Santos, Cristiane Pizzutti dos
4
Schöler, Andreas
4
Shin, Hyunju
4
Smith, Alan D.
4
Sreejesh, S.
4
Tripp, Thomas M.
4
Abbasi, Amir Zaib
3
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International journal of hospitality management
3
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
The journal of services marketing
2
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Journal of retailing
1
Marketing in kleinen und mittleren Unternehmen
1
Zeitschrift für Planung : ZP
1
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ECONIS (ZBW)
16
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1
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:
2
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:
3
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:
4
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
Saved in:
5
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
6
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
7
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
8
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
9
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
10
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
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