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~person:"Mattila, Anna S."
~person:"Matzler, Kurt"
~type_genre:"Article in journal"
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Search: subject_exact:"Kundenmanagement"
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Beziehungsmarketing
50
Relationship marketing
50
Consumer behaviour
34
Konsumentenverhalten
34
Customer satisfaction
21
Kundenzufriedenheit
21
Dienstleistungsqualität
18
Service quality
18
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
6
Corporate social responsibility
6
Gastronomie
5
Restaurant industry
5
Customer service
4
Kundenservice
4
Theorie
4
Theory
4
USA
4
United States
4
Emotion
3
Fundraising
3
Lieferantenmanagement
3
Market research
3
Marktforschung
3
Service recovery
3
Supplier relationship management
3
service recovery
3
Brand image
2
Cause-Related Marketing
2
Cause-related marketing
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Consumer behavior
2
Cultural identity
2
Customer loyalty
2
Customer value
2
Gender
2
Geschlecht
2
Hotel industry
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Article
50
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Article in journal
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50
Aufsatz im Buch
10
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10
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4
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Language
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English
45
German
6
Author
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Mattila, Anna S.
Matzler, Kurt
Han, Heesup
53
Kumar, V.
48
Hollebeek, Linda D.
43
Gil Saura, Irene
35
Verhoef, Peter C.
35
Svensson, Göran
32
Prentice, Catherine
31
Smith, Alan D.
31
Palmatier, Robert W.
30
Homburg, Christian
29
Loureiro, Sandra Maria Correia
28
Herrmann, Andreas
27
Bruhn, Manfred
26
Grewal, Dhruv
25
Agnihotri, Raj
24
Hyun, Sunghyup Sean
24
Walsh, Gianfranco
24
Bang, Nguyen
23
Klaus, Philipp
23
Thaichon, Park
23
Vrontis, Demetris
23
Huber, Frank
22
Rather, Raouf Ahmad
22
Evanschitzky, Heiner
21
Quach, Sara
21
Ruyter, Ko de
21
Wong, IpKin Anthony
21
Balaji, M. S.
20
Harrigan, Paul
20
Kumar, Vikas
20
So, Kevin Kam Fung
20
Wieseke, Jan
20
Karjaluoto, Heikki
19
Khan, Imran
19
Sesé, F. Javier
19
Ahn, Jiseon
18
Casidy, Riza
18
Gustafsson, Anders
18
Kim, Wansoo
18
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Published in...
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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
Harvard-Business-Manager : das Wissen der Besten
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
The journal of product & brand management
1
Tourism review of AIEST
1
Tourismus-Journal : Zeitschrift für tourismuswissenschaftliche Forschung und Praxis
1
Yearbook of marketing and consumer research
1
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ECONIS (ZBW)
50
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1
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10
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50
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date (oldest first)
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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