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~person:"Mattila, Anna S."
~subject:"Dienstleistungssektor"
~subject:"E-commerce"
~subject:"Selbstbedienung"
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Dienstleistungssektor
E-commerce
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
17
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7
Gastronomie
7
Kundenservice
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Restaurant industry
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service recovery
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Hospitality industry
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Self-service
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Service failure
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service failure
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Anthropomorphism
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Corporate Social Responsibility
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Dienstleistungsmanagement
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Emotion
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Mattila, Anna S.
Rahman, Zillur
9
Collier, Joel E.
7
Hammerschmidt, Maik
7
Talib, Faisal
7
Dahlgaard-Park, Su Mi
6
Falk, Tomas
6
Gustafsson, Anders
6
Kalia, Prateek
6
O'Cass, Aron
6
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6
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5
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5
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5
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5
Mende, Martin
5
Rabinovich, Elliot
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Rust, Roland T.
5
Schumann, Jan Hendrik
5
Sharma, Piyush
5
Sousa, Rui
5
Witell, Lars
5
Wu, Luorong
5
Wünderlich, Nancy V.
5
Barnes, Donald C.
4
Blut, Markus
4
Brady, Michael K.
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Bressolles, Grégory
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Brun, Isabelle
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Calabrese, Armando
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Casadesús, Martí
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Cheng, T. C. E.
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Izogo, Ernest Emeka
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Jaakkola, Elina
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International journal of hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Journal of travel and tourism marketing
1
The journal of services 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
Negative online reviews and consumers' service consumption
Golmohammadi, Alireza
;
Mattila, Anna S.
;
Gauri, Dinesh Kumar
- In:
Journal of business research : JBR
116
(
2020
),
pp. 27-36
Persistent link: https://www.econbiz.de/10012257533
Saved in:
3
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
4
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:
5
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
Saved in:
6
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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