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~person:"Mattila, Anna S."
~subject:"Customer satisfaction"
~subject:"Theorie"
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Search: subject_exact:"Kundennähe"
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Customer satisfaction
Theorie
Beziehungsmarketing
37
Relationship marketing
37
Consumer behaviour
28
Konsumentenverhalten
28
Kundenzufriedenheit
20
Dienstleistungsqualität
17
Service quality
17
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
5
Corporate social responsibility
5
Gastronomie
5
Restaurant industry
5
Customer service
4
Kundenservice
4
USA
4
United States
4
Emotion
3
Lieferantenmanagement
3
Service recovery
3
Supplier relationship management
3
service recovery
3
Cause-Related Marketing
2
Cause-related marketing
2
Consumer behavior
2
Cultural identity
2
Fundraising
2
Gender
2
Geschlecht
2
Hotel industry
2
Hotellerie
2
Kulturelle Identität
2
Loyalty
2
Loyalty reward programs
2
Other customers
2
Service failure
2
Social norm
2
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19
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19
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1
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English
20
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Mattila, Anna S.
Homburg, Christian
61
Bruhn, Manfred
55
Han, Heesup
34
Huber, Frank
28
Bauer, Hans H.
24
Piller, Frank T.
24
Stauss, Bernd
24
Herrmann, Andreas
23
Svensson, Göran
20
Prentice, Catherine
19
Günter, Bernd
18
Matzler, Kurt
18
Ahlert, Dieter
17
Reichwald, Ralf
17
Stock-Homburg, Ruth
17
Gil Saura, Irene
16
Hennig-Thurau, Thorsten
16
Mittal, Vikas
16
Töpfer, Armin
16
Hinterhuber, Hans H.
15
Krafft, Manfred
15
Helm, Sabrina
14
Hyun, Sunghyup Sean
14
Aksoy, Lerzan
13
Hammerschmidt, Maik
13
Hippner, Hajo
13
Kumar, V.
13
Usman, Osly
13
Wong, IpKin Anthony
13
Bilgihan, Anil
12
Elhauge, Einer
12
Gouthier, Matthias H. J.
12
Gustafsson, Anders
12
Kim, Wansoo
12
Klaus, Philipp
12
Verhoef, Peter C.
12
Balaji, M. S.
11
Benkenstein, Martin
11
Evanschitzky, Heiner
11
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International journal of hospitality management
6
The journal of services marketing
3
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of retailing
1
Services marketing quarterly
1
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ECONIS (ZBW)
20
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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
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:
3
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:
4
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:
5
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
6
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:
7
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:
8
Is it my luck or loyalty? : the role of culture on customer preferences for loyalty reward types
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
6
,
pp. 769-778
Persistent link: https://www.econbiz.de/10011927138
Saved in:
9
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:
10
Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
Saved in:
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