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~person:"Mattila, Anna S."
~person:"Sharma, Piyush"
~person:"Stock-Homburg, Ruth"
~subject:"Customer satisfaction"
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Customer satisfaction
Kundenzufriedenheit
71
Dienstleistungsqualität
41
Service quality
41
Beziehungsmarketing
37
Relationship marketing
37
Consumer behaviour
32
Konsumentenverhalten
32
Beschwerdemanagement
14
Complaint management
14
Customer service
14
Kundenservice
14
Arbeitszufriedenheit
12
Job satisfaction
11
Lieferantenmanagement
11
Supplier relationship management
11
Competence
8
Kompetenz
8
Cross-cultural management
7
Deutschland
7
Estimation
7
Gastronomie
7
Germany
7
Interkulturelles Management
7
Restaurant industry
7
Schätzung
7
Theorie
7
Theory
7
Verbraucherzufriedenheit
7
Mitarbeiter
6
Social relations
6
Soziale Beziehungen
6
Unternehmen
6
Kundenbindungsprogramm
5
Loyalty program
5
Personality psychology
5
Persönlichkeitspsychologie
5
USA
5
United States
5
Cultural identity
4
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Undetermined
27
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Article
65
Book / Working Paper
6
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Article in journal
58
Aufsatz in Zeitschrift
58
Aufsatz im Buch
7
Book section
7
Graue Literatur
2
Hochschulschrift
2
Non-commercial literature
2
Thesis
2
Arbeitspapier
1
Working Paper
1
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Language
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English
62
German
9
Author
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Mattila, Anna S.
Sharma, Piyush
Stock-Homburg, Ruth
Han, Heesup
66
Homburg, Christian
42
Svensson, Göran
33
Mittal, Vikas
30
Usman, Osly
28
Wong, IpKin Anthony
27
Aksoy, Lerzan
26
Ringle, Christian M.
26
Gil Saura, Irene
25
Prentice, Catherine
25
Prayag, Girish
24
Prybutok, Victor R.
24
Söderlund, Magnus
24
Hyun, Sunghyup Sean
23
Jang, Soocheong
21
Bilgihan, Anil
20
Keiningham, Timothy
20
Shahin, Arash
20
Evanschitzky, Heiner
19
Lee, Choong-Ki
19
Huber, Frank
18
Balaji, M. S.
17
Loureiro, Sandra Maria Correia
17
Barnes, Donald C.
16
Frank, Björn
16
Gelbrich, Katja
16
Hsu, Maxwell K.
16
Park, Jungkun
16
Roschk, Holger
16
Ryu, Kisang
16
Sirgy, M. Joseph
16
Su, LuJun
16
Verhoef, Peter C.
16
Wieseke, Jan
16
Yi, Youjae
16
Amin, Muslim
15
Bruhn, Manfred
15
Gustafsson, Anders
15
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The journal of services marketing
11
International journal of hospitality management
10
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Kundenzufriedenheit : Konzepte - Methoden - Erfahrungen
4
Journal of business research : JBR
3
Journal of service management
3
Journal of service research : JSR
3
Neue betriebswirtschaftliche Forschung : Nbf
3
Cornell hospitality quarterly : CQ
2
Journal of hospitality marketing & management
2
Journal of retailing and consumer services
2
Journal of service research
2
Journal of the Academy of Marketing Science
2
Journal of travel and tourism marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Branding and sustainable competitive advantage : building virtual presence
1
Gabler Research
1
Gabler research
1
Handbook of hospitality marketing management
1
Handbuch Mitarbeiterbefragung
1
International journal of internet marketing and advertising : IJIMA
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing management : MM
1
Journal of retailing
1
Journal of service theory and practice : JSTP
1
Kompetenz in Wissenschaft & Management
1
Marketing intelligence & planning
1
Neue betriebswirtschaftliche Forschung
1
Reihe: Wissenschaftliche Arbeitspapiere / W / Institut für Marktorientierte Unternehmensführung, Universität Mannheim
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
The journal of product innovation management : an international publication of the Product Development & Management Association
1
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ECONIS (ZBW)
71
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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
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:
5
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:
6
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:
7
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:
8
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:
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
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
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