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~person:"Mattila, Anna S."
~subject:"Customer satisfaction"
~subject:"E-commerce"
~subject:"Selbstbedienung"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Customer satisfaction
E-commerce
Selbstbedienung
Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
24
Konsumentenverhalten
24
Kundenzufriedenheit
22
Beschwerdemanagement
18
Complaint management
18
Beziehungsmarketing
17
Relationship marketing
17
Customer service
7
Gastronomie
7
Kundenservice
7
Restaurant industry
7
Hotel industry
4
Hotellerie
4
service recovery
4
Gastgewerbe
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Hospitality industry
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Self-service
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Service failure
3
Service recovery
3
USA
3
United States
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service failure
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Anthropomorphism
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Corporate Social Responsibility
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Corporate social responsibility
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Dienstleistung
2
Dienstleistungsmanagement
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Dienstleistungssektor
2
Electronic Commerce
2
Emotion
2
Experiment
2
Gender
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Geschlecht
2
Kundenbindungsprogramm
2
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24
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Mattila, Anna S.
Han, Heesup
35
Prentice, Catherine
23
Prybutok, Victor R.
21
Usman, Osly
21
Sharma, Piyush
18
Wong, IpKin Anthony
16
Balaji, M. S.
14
Shahin, Arash
14
McColl-Kennedy, Janet R.
13
Söderlund, Magnus
13
Bilgihan, Anil
12
Amin, Muslim
11
Grégoire, Yany
11
Gustafsson, Anders
11
Hammerschmidt, Maik
11
Sreejesh, S.
11
Van Vaerenbergh, Yves
11
Ali, Faizan
10
Falk, Tomas
10
Gong, Taeshik
10
Guchait, Priyanko
10
Hyun, Sunghyup Sean
10
Jang, Soocheong
10
Ladhari, Riadh
10
Quach, Sara
10
Ringle, Christian M.
10
Roy, Sanjit
10
Su, LuJun
10
Bauer, Hans H.
9
Collier, Joel E.
9
Edvardsson, Bo
9
Hsu, Cathy H. C.
9
Hsu, Maxwell K.
9
Izogo, Ernest Emeka
9
Law, Chun Hung Roberts
9
Marimon, Frederic
9
Qin, Hong
9
Ryu, Kisang
9
Satapathy, Suchismita
9
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International journal of hospitality management
5
The journal of services marketing
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of retailing
1
Journal of service management
1
Services marketing quarterly
1
The Cornell hospitality quarterly
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ECONIS (ZBW)
24
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1
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:
2
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:
3
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:
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
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
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:
8
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
9
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
10
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
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