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~person:"Mattila, Anna S."
~person:"Patterson, Paul G."
~person:"Robertson, Nichola"
~person:"Wan, Lisa C."
~subject:"Complaint management"
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Complaint management
Beschwerdemanagement
44
Consumer behaviour
31
Konsumentenverhalten
31
Dienstleistungsqualität
29
Service quality
29
Customer satisfaction
20
Kundenzufriedenheit
20
Beziehungsmarketing
15
Relationship marketing
15
Customer service
9
Kundenservice
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Emotion
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Selbstbedienung
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service failure
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service recovery
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44
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Mattila, Anna S.
Patterson, Paul G.
Robertson, Nichola
Wan, Lisa C.
Stauss, Bernd
21
Gelbrich, Katja
18
Grégoire, Yany
17
Roschk, Holger
17
Homburg, Christian
13
Fürst, Andreas
12
Jang, Soocheong
10
Seidel, Wolfgang
10
Van Vaerenbergh, Yves
10
Gruber, Thorsten
9
Vázquez Casielles, Rodolfo
9
Guchait, Priyanko
8
MacQuilken, Lisa
8
McColl-Kennedy, Janet R.
8
Ro, Heejung
8
Tsarenko, Yelena
8
Brock, Christian
7
Edvardsson, Bo
7
Svensson, Göran
7
Tripp, Thomas M.
7
Tronvoll, Bård
7
Walsh, Gianfranco
7
Balaji, M. S.
6
Brady, Michael K.
6
Cai, Ruiying
6
Chebat, Jean-Charles
6
Grewal, Dhruv
6
Gäthke, Jana
6
Hogreve, Jens
6
Matos, Celso Augusto de
6
Weber, Karin
6
Zaugg, Alexandra Daniela
6
Baker, Melissa A.
5
Baker, Thomas L.
5
Beatty, Sharon E.
5
Chen, Jing
5
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International journal of hospitality management
6
Journal of hospitality marketing & management
4
The journal of services marketing
4
Journal of retailing
3
Journal of service research : JSR
3
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of international consumer marketing
2
Journal of international marketing
2
Journal of service management
2
Journal of service research
2
Psychology & marketing
2
Services marketing quarterly
2
California management review
1
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of consumer behaviour : an international research review
1
Journal of consumer research : JCR ; an interdisciplinary bimonthly
1
Journal of global marketing
1
Journal of strategic marketing
1
Managing service quality : MSQ ; an international journal
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ECONIS (ZBW)
44
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1
The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola
;
Rotman, Jeffrey
;
MacQuilken, Lisa
; …
- In:
Psychology & marketing
40
(
2023
)
4
,
pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
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
Frontline health professionals' perceptions of their adaptive competences in service recovery
MacQuilken, Lisa
;
Robertson, Nichola
;
Abbas, Ghassan
; …
- In:
Journal of strategic marketing
28
(
2020
)
1
,
pp. 70-94
Persistent link: https://www.econbiz.de/10012202795
Saved in:
5
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:
6
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
7
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
8
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:
9
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:
10
The contrasting influences of incidental anger and fear on responses to a service failure
Su, Lei
;
Wan, Lisa C.
;
Wyer, Robert S.
- In:
Psychology & marketing
35
(
2018
)
9
,
pp. 666-675
Persistent link: https://www.econbiz.de/10011970127
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