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~person:"Mattila, Anna S."
~person:"Ricard, Line"
~person:"Sachan, Amit"
~subject:"Electronic Commerce"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Electronic Commerce
Dienstleistungsqualität
48
Service quality
48
Consumer behaviour
28
Customer satisfaction
28
Konsumentenverhalten
28
Kundenzufriedenheit
28
Beziehungsmarketing
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service recovery
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Mattila, Anna S.
Ricard, Line
Sachan, Amit
Bauer, Hans H.
6
Falk, Tomas
6
Hammerschmidt, Maik
5
Kalia, Prateek
5
Bressolles, Grégory
4
Law, Chun Hung Roberts
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Marimon, Frederic
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Schumann, Jan Hendrik
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Usman, Osly
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Agrawal, Vivek
3
Ba, Sulin
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Barrutia, José M.
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Blut, Markus
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Brun, Isabelle
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Casadesús, Martí
3
Cho, Yun Kyung
3
Dickinger, Astrid
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Dika, Zamir
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Duarte, Paulo
3
Hüttel, Björn Armin
3
Khan, Mohammed Naved
3
Leeuwen, Eveline S. van
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Li, Hongxiu
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Mishra, Pravudatta
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Neuts, Bart
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Patel, S. K.
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Petnji Yaya, Luc Honore
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Rabinovich, Elliot
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Romão, João
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Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
International journal of operations & production management
1
International journal of quality & reliability management
1
International journal of retail & distribution management
1
Journal of financial services marketing
1
Journal of internet commerce
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Journal of travel and tourism marketing
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ECONIS (ZBW)
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1
Developing and validating e-marketplace service quality model in B2G e-commerce settings : a mixed-methods approach
Nandankar, Sunil
;
Sachan, Amit
;
Adhikari, Arnab
; …
- In:
International journal of operations & production management
43
(
2023
)
12
,
pp. 1809-1840
Persistent link: https://www.econbiz.de/10014468315
Saved in:
2
Electronic service quality (e-SQ) measurement : a cross-functional review
Nandankar, Sunil
;
Sachan, Amit
;
Mukherjee, Arindam
; …
- In:
International journal of quality & reliability management
40
(
2023
)
1
,
pp. 148-168
Persistent link: https://www.econbiz.de/10013535629
Saved in:
3
Examining emotions linked to live chat services : the role of e-service quality and impact on word of mouth
Rajaobelina, Lova
;
Brun, Isabelle
;
Kilani, Nour
; …
- In:
Journal of financial services marketing
27
(
2022
)
3
,
pp. 232-249
Persistent link: https://www.econbiz.de/10013390958
Saved in:
4
Examining the impact of e-retailing convenience dimensions on behavioral intention : the mediating role of satisfaction
Kumar, Rajiv
;
Sachan, Amit
;
Dutta, Tanusree
- In:
Journal of internet commerce
19
(
2020
)
4
,
pp. 466-494
Persistent link: https://www.econbiz.de/10012312287
Saved in:
5
Online relationship quality : testing an integrative and comprehensive model in the banking industry
Brun, Isabelle
;
Rajaobelina, Lova
;
Ricard, Line
- In:
Journal of relationship marketing : innovations & …
15
(
2016
)
4
,
pp. 219-246
Persistent link: https://www.econbiz.de/10011633635
Saved in:
6
OCL : online customer loyalty in the service industries : scale development and validation
Toufaily, Elissar
;
Fallu, Jean-Mathieu
;
Ricard, Line
- In:
Journal of relationship marketing : innovations & …
15
(
2016
)
4
,
pp. 269-298
Persistent link: https://www.econbiz.de/10011633641
Saved in:
7
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
Saved in:
8
The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung
- In:
Journal of travel and tourism marketing
26
(
2009
)
2
,
pp. 120-128
Persistent link: https://www.econbiz.de/10003863480
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