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~person:"Lee, Choong-Ki"
~person:"Mattila, Anna S."
~person:"Sharma, Piyush"
~person:"Stock-Homburg, Ruth"
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Customer satisfaction
90
Kundenzufriedenheit
90
Dienstleistungsqualität
48
Service quality
48
Beziehungsmarketing
45
Relationship marketing
45
Consumer behaviour
38
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Lee, Choong-Ki
Mattila, Anna S.
Sharma, Piyush
Stock-Homburg, Ruth
Han, Heesup
68
Homburg, Christian
59
Mittal, Vikas
33
Svensson, Göran
33
Usman, Osly
28
Aksoy, Lerzan
27
Ringle, Christian M.
27
Wong, IpKin Anthony
27
Söderlund, Magnus
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Gil Saura, Irene
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Huber, Frank
25
Prentice, Catherine
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Prayag, Girish
24
Prybutok, Victor R.
24
Hyun, Sunghyup Sean
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Bruhn, Manfred
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Jang, Soocheong
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Shahin, Arash
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Bauer, Hans H.
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Bilgihan, Anil
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Evanschitzky, Heiner
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Keiningham, Timothy
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Matzler, Kurt
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Töpfer, Armin
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Ryu, Kisang
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Stauss, Bernd
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Balaji, M. S.
17
Gustafsson, Anders
17
Loureiro, Sandra Maria Correia
17
Wieseke, Jan
17
Barnes, Donald C.
16
Frank, Björn
16
Gelbrich, Katja
16
Hsu, Maxwell K.
16
Park, Jungkun
16
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International journal of hospitality management
12
The journal of services marketing
11
Journal of travel and tourism marketing
10
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
5
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
4
Neue betriebswirtschaftliche Forschung : Nbf
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3
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Cornell hospitality quarterly : CQ
2
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Journal of the Academy of Marketing Science
2
Branding and sustainable competitive advantage : building virtual presence
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Handbook of hospitality marketing management
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International journal of contemporary hospitality management
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International journal of internet marketing and advertising : IJIMA
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Journal of global marketing
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Journal of service theory and practice : JSTP
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Neue betriebswirtschaftliche Forschung : nbf
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Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
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Services marketing quarterly
1
The Cornell hospitality quarterly
1
The journal of product innovation management : an international publication of the Product Development & Management Association
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Tourism management : research, policies, practice
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ECONIS (ZBW)
91
USB Cologne (EcoSocSci)
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1
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:
2
Role of downward versus upward social comparison in service recovery : testing a mediated moderation model with two empirical studies
Chen, Ke
;
Zhan, Wu
;
Sharma, Piyush
- In:
Journal of retailing and consumer services
75
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014372531
Saved in:
3
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
Saved in:
4
Impact of perception of COVID-19 on NPI, job satisfaction, and customer orientation : highlighting three types of NPIs for the airline industry
Lee, Choong-Ki
;
Jung, Eun-Kyo
;
Kang, Sung-Eun
;
Petrick, …
- In:
Journal of air transport management
100
(
2022
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013207562
Saved in:
5
Demystifying the impact of customer participation on citizenship behaviors through interpersonal attraction and its contingencies
Chan, Kimmy Wa
;
Gong, Taeshik
;
Sharma, Piyush
;
Chu, Candace
- In:
Journal of business research : JBR
150
(
2022
),
pp. 297-310
Persistent link: https://www.econbiz.de/10013365716
Saved in:
6
Self-service technology in supermarkets : do frontline staff still matter?
Sharma, Piyush
;
Ueno, Akiko
;
Kingshott, Russel
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012433423
Saved in:
7
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:
8
The influence of Hanok experience on tourists’ attitude and behavioral intention : an interplay between experiences and a Value-Attitude-Behavior model
Lee, Choong-Ki
;
Reisinger, Yvette
;
Ahmad, Muhammad Shakil
; …
- In:
Journal of vacation marketing
27
(
2021
)
4
,
pp. 449-465
Persistent link: https://www.econbiz.de/10012624899
Saved in:
9
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:
10
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
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