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~person:"Mattila, Anna S."
~person:"Wildemann, Horst"
~type_genre:"Article in journal"
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Search: subject:"Management"
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Consumer behaviour
56
Konsumentenverhalten
56
Beziehungsmarketing
39
Relationship marketing
39
Customer satisfaction
30
Kundenzufriedenheit
30
Dienstleistungsqualität
29
Service quality
29
Beschwerdemanagement
24
Complaint management
24
Corporate Social Responsibility
18
Corporate social responsibility
18
Gastronomie
15
Restaurant industry
15
Hotel industry
13
Hotellerie
13
USA
11
United States
11
Customer service
10
Kundenservice
10
Emotion
8
Kundenbindungsprogramm
7
Lieferantenmanagement
7
Loyalty program
7
Supplier relationship management
7
CSR
6
Experiment
6
Gastgewerbe
6
Hospitality industry
6
Theorie
6
Theory
6
Selbstbedienung
5
Self-service
5
Brand management
4
Dienstleistungsmanagement
4
Firm performance
4
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Markenführung
4
Marketing management
4
Marketingmanagement
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1
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Article
105
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Article in journal
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105
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56
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21
Collection of articles of several authors
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Sammelwerk
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Aufsatzsammlung
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Graue Literatur
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Non-commercial literature
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Language
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English
84
German
21
Author
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Mattila, Anna S.
Wildemann, Horst
Cheng, T. C. E.
207
Vrontis, Demetris
154
Choi, Tsan-Ming
145
Gunasekaran, Angappa
140
Antony, Jiju
138
Wright, Mike
128
Kraus, Sascha
127
Svensson, Göran
122
Sarkis, Joseph
119
Govindan, Kannan
105
Kumar, Vikas
103
Wagner, Stephan M.
100
Han, Heesup
98
Kumar, V.
95
Tarba, Shlomo Yedidia
95
Chen, Jing
92
Fabozzi, Frank J.
92
Smith, Alan D.
91
Dolgui, Alexandre
89
Ivanov, Dmitry
89
Shankar, Ravi
89
Brem, Alexander
88
Budhwar, Pawan S.
87
Chiappetta Jabbour, Charbel José
87
Thurasamy Ramayah
87
Van Wassenhove, Luk N.
83
Luu Trong Tuan
81
Schiereck, Dirk
81
Melewar, T. C.
80
Zhao, Xiande
80
Clegg, Stewart
79
Tang, Christopher S.
79
Devadasan, S. R.
78
Liu, Yang
78
Glock, Christoph H.
76
Chan, Felix Tung Sun
74
Homburg, Christian
74
Min, Ho-key
74
Thrassou, Alkis
74
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International journal of hospitality management
23
The journal of services marketing
8
Journal of business economics : JBE
7
Journal of business research : JBR
7
Journal of hospitality marketing & management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Cornell hospitality quarterly : CQ
4
Controlling : Zeitschrift für erfolgsorientierte Unternehmenssteuerung
3
Harvard-Business-Manager : das Wissen der Besten
3
International journal of contemporary hospitality management
3
Journal of service management
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
The Cornell hospitality quarterly
3
Wirtschaftswissenschaftliches Studium : WiSt ; Zeitschrift für Studium und Forschung
3
Industrie-Management : Zeitschrift für industrielle Geschäftsprozesse
2
Journal of service research
2
Services marketing quarterly
2
Tourism economics : the business and finance of tourism and recreation
2
Harvard-Manager : Periodikum zu Theorie u. Praxis d. Managements
1
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
Journal of business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing channels : ... distribution systems, strategy, and management
1
Journal of marketing theory and practice
1
Journal of retailing
1
Journal of revenue and pricing management
1
Managing service quality : MSQ ; an international journal
1
Technologieorientiertes Innovationsmanagement : Strategien für kleine und mittelständische Unternehmen
1
The journal of product & brand management
1
Thexis : Fachzeitschrift für Marketing ; Fachzeitschrift für Marketing des Instituts für Marketing und Handel an der Universität St. Gallen
1
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
105
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105
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date (oldest first)
1
The impact of environmental
management
on firm performance in the U.S. lodging REITs : the moderating role of outside board of directors
Yeon, Jihwan
;
Lee, Seoki
;
Jolly, Phillip M.
;
Mattila, …
- In:
Tourism economics : the business and finance of tourism …
29
(
2023
)
2
,
pp. 513-532
Persistent link: https://www.econbiz.de/10014246049
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
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:
4
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:
5
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:
6
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:
7
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:
8
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:
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
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:
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