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~person:"Herrmann, Andreas"
~person:"Mattila, Anna S."
~subject:"Kundenzufriedenheit"
~subject:"Quality management"
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Kundenzufriedenheit
Quality management
Beziehungsmarketing
86
Relationship marketing
86
Consumer behaviour
43
Konsumentenverhalten
43
Theorie
23
Theory
23
Customer satisfaction
20
Dienstleistungsqualität
19
Service quality
19
Deutschland
17
Germany
17
Beschwerdemanagement
12
Complaint management
12
Product management
9
Produktmanagement
9
Market research
8
Marktforschung
8
Kundenbindungsprogramm
7
Loyalty program
7
Product quality
7
Produktqualität
7
USA
6
United States
6
Corporate Social Responsibility
5
Corporate social responsibility
5
Financial services
5
Finanzdienstleistung
5
Gastronomie
5
Restaurant industry
5
Automotive market
4
Bank marketing
4
Bankmarketing
4
Customer service
4
Kfz-Markt
4
Kundenservice
4
Marketing management
4
Marketingmanagement
4
Qualitätsmanagement
4
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23
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20
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3
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English
22
German
3
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Herrmann, Andreas
Mattila, Anna S.
Han, Heesup
32
Bruhn, Manfred
23
Homburg, Christian
22
Svensson, Göran
21
Prentice, Catherine
19
Gil Saura, Irene
15
Töpfer, Armin
15
Mittal, Vikas
14
Stauss, Bernd
14
Aksoy, Lerzan
13
Hyun, Sunghyup Sean
13
Usman, Osly
13
Wong, IpKin Anthony
13
Bilgihan, Anil
12
Gustafsson, Anders
12
Kim, Wansoo
12
Klaus, Philipp
12
Stock-Homburg, Ruth
12
Balaji, M. S.
11
Evanschitzky, Heiner
11
Loureiro, Sandra Maria Correia
11
Quach, Sara
11
Rather, Raouf Ahmad
11
Wieseke, Jan
11
Bang, Nguyen
10
Barnes, Donald C.
10
Blut, Markus
10
Casidy, Riza
10
Huber, Frank
10
Keiningham, Timothy
10
Van Vaerenbergh, Yves
10
Grégoire, Yany
9
Izogo, Ernest Emeka
9
Jang, Soocheong
9
Khan, Imran
9
Larivière, Bart
9
McColl-Kennedy, Janet R.
9
Park, Jungkun
9
Prybutok, Victor R.
9
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Published in...
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International journal of hospitality management
6
The journal of services marketing
3
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Cornell hospitality quarterly : CQ
1
Customer retention in the automotive industry : quality, satisfaction and loyalty
1
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Marketing in kleinen und mittleren Unternehmen
1
Services marketing quarterly
1
Zeitschrift für Planung : ZP
1
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ECONIS (ZBW)
24
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1
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:
2
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:
3
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:
4
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:
5
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
6
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:
7
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
8
Is it my luck or loyalty? : the role of culture on customer preferences for loyalty reward types
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
6
,
pp. 769-778
Persistent link: https://www.econbiz.de/10011927138
Saved in:
9
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:
10
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
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