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~person:"Mattila, Anna S."
~person:"Matzler, Kurt"
~type:"article"
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Search: subject_exact:"Kundenmanagement"
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Beziehungsmarketing
60
Relationship marketing
60
Consumer behaviour
34
Konsumentenverhalten
34
Customer satisfaction
24
Kundenzufriedenheit
24
Dienstleistungsqualität
19
Service quality
19
Beschwerdemanagement
12
Complaint management
12
Theorie
8
Theory
8
Kundenbindungsprogramm
7
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Corporate Social Responsibility
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Strategic management
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Strategisches Management
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Supplier relationship management
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service recovery
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47
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Mattila, Anna S.
Matzler, Kurt
Bruhn, Manfred
69
Homburg, Christian
58
Kumar, V.
57
Han, Heesup
53
Hollebeek, Linda D.
45
Verhoef, Peter C.
39
Herrmann, Andreas
38
Gil Saura, Irene
37
Huber, Frank
34
Palmatier, Robert W.
33
Smith, Alan D.
32
Svensson, Göran
32
Prentice, Catherine
31
Krafft, Manfred
28
Loureiro, Sandra Maria Correia
28
Thaichon, Park
28
Evanschitzky, Heiner
27
Stauss, Bernd
27
Grewal, Dhruv
26
Quach, Sara
26
Walsh, Gianfranco
26
Georgi, Dominik
25
Agnihotri, Raj
24
Hippner, Hajo
24
Hyun, Sunghyup Sean
24
Karjaluoto, Heikki
24
Klaus, Philipp
24
Stock-Homburg, Ruth
24
Töpfer, Armin
24
Wilde, Klaus D.
24
Bang, Nguyen
23
Ruyter, Ko de
23
Vrontis, Demetris
23
Eggert, Andreas
22
Rather, Raouf Ahmad
22
Gustafsson, Anders
21
Meyer, Anton
21
Neslin, Scott A.
21
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International journal of hospitality management
9
The journal of services marketing
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of business research : JBR
3
Journal of hospitality marketing & management
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
Cornell hospitality quarterly : CQ
2
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
Die Betriebswirtschaft : DBW
1
Die Unternehmung : Swiss journal of business research and practice ; Organ der Schweizerischen Gesellschaft für Betriebswirtschaft (SGB)
1
Die Zukunft der diversifizierten Unternehmung
1
Erfolg durch Dienen? : Beiträge zur wertsteigernden Führung von Dienstleistungsunternehmen
1
Handbook of hospitality marketing management
1
Harvard-Business-Manager : das Wissen der Besten
1
Innovationen im Tourismus : Wettbewerbsvorteile durch neue Ideen und Angebote
1
International journal of internet marketing and advertising : IJIMA
1
Jahrbuch der Absatz- und Verbrauchsforschung
1
Journal of business economics : JBE
1
Journal of consumer policy : consumer issues in law, economics and behavioural sciences
1
Journal of management information systems : JMIS
1
Journal of marketing management : MM
1
Journal of retailing
1
Kundenorientierte Unternehmensführung : Kundenorientierung - Kundenzufriedenheit - Kundenbindung
1
Perspektiven im strategischen Management : Festschrift anläßlich des 60. Geburtstages von Prof. Hans H. Hinterhuber
1
Sport and tourism : 53st congress 2003, Athens, Greece
1
The journal of product & brand management
1
Tourism review of AIEST
1
Tourismus und Sport : wirtschaftliche, soziologische und gesundheitliche Aspekte des Sport-Tourismus
1
Tourismus-Journal : Zeitschrift für tourismuswissenschaftliche Forschung und Praxis
1
Unternehmen im Umbruch: Konzepte, Instrumente und Erfolgsmuster
1
Werte schaffen : Perspektiven einer stakeholderorientierten Unternehmensführung ; Hans H. Hinterhuber zum 65. Geburtstag
1
Yearbook of marketing and consumer research
1
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ECONIS (ZBW)
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1
Instant karma : how the karmic-investment mindset affects customer engagement with corporate charitable giving requests
Xue, Xunyue
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
48
(
2024
)
4
,
pp. 770-782
Persistent link: https://www.econbiz.de/10014633713
Saved in:
2
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:
3
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:
4
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:
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
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:
7
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:
8
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:
9
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:
10
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:
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