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~person:"Mattila, Anna S."
~source:"econis"
~subject:"Corporate social responsibility"
~subject:"Selbstbedienung"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Corporate social responsibility
Selbstbedienung
Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
24
Konsumentenverhalten
24
Customer satisfaction
22
Kundenzufriedenheit
22
Beschwerdemanagement
18
Complaint management
18
Beziehungsmarketing
17
Relationship marketing
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service recovery
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service failure
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Anthropomorphism
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Corporate Social Responsibility
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Dienstleistung
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Dienstleistungssektor
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E-commerce
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Electronic Commerce
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Emotion
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Mattila, Anna S.
Collier, Joel E.
4
Boslau, Madlen
3
Streukens, Sandra
3
Tsamakos, Argiris
3
Vlachos, Pavlos A.
3
Assaker, Guy
2
Bhardwaj, Gunjan
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Cheng, Zhao-Hong
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Cranage, David A.
2
Edvardsson, Bo
2
Enquist, Bo
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Fan, Alei
2
George, Ajimon
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Gleitsmann, Sinje
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Guttzeit, Mandy
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Harun, Ahasan
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Huang, Min-Hsin
2
Hung, Kam
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Islam, Tahir
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Kumar, G. S. Gireesh
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Liu, Chun
2
Lubis, Arlina Nurbaity
2
Malhotra, Neeru
2
Mukherjee, Avinandan
2
O'Connor, Peter
2
Prybutok, Gayle
2
Prybutok, Victor R.
2
Pérez, Andrea
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Rahman, Zillur
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Ro, Heejung
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Roschk, Holger
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Shamdasani, Prem
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Wu, Luorong
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Abd-El-Salam, Eman Mohamed
1
Abdel Zaher, Angie
1
Abdullah, Dahlan
1
Ahaus, Kees
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The journal of services marketing
2
Journal of hospitality marketing & management
1
Journal of retailing
1
Journal of travel and tourism marketing
1
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ECONIS (ZBW)
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1
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:
2
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
3
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
4
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
5
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
Saved in:
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