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~person:"Mattila, Anna S."
~subject:"E-commerce"
~subject:"Konsumentenverhalten"
~subject:"Selbstbedienung"
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Search: subject_exact:"Qualität von Dienstleistungen"
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E-commerce
Konsumentenverhalten
Selbstbedienung
Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
24
Customer satisfaction
22
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
3
Hospitality industry
3
Self-service
3
Service failure
3
Service recovery
3
USA
3
United States
3
service failure
3
Anthropomorphism
2
Corporate Social Responsibility
2
Corporate social responsibility
2
Dienstleistung
2
Dienstleistungsmanagement
2
Dienstleistungssektor
2
Electronic Commerce
2
Emotion
2
Experiment
2
Gender
2
Geschlecht
2
Kundenbindungsprogramm
2
Loyalty program
2
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Article
26
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26
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26
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English
26
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Mattila, Anna S.
Han, Heesup
30
Usman, Osly
21
Prentice, Catherine
17
McColl-Kennedy, Janet R.
15
Line, Nathaniel D.
14
Balaji, M. S.
13
Gong, Taeshik
13
Hanks, Lydia
12
Klaus, Philipp
12
Prybutok, Victor R.
12
Bilgihan, Anil
11
Jang, Soocheong
11
Propper, Carol
11
Sreejesh, S.
11
Gursoy, Dogan
10
Gustafsson, Anders
10
Miao, Li
10
Quach, Sara
10
Sharma, Piyush
10
Hollebeek, Linda D.
9
Hyun, Sunghyup Sean
9
Voorhees, Clay M.
9
Xu, Xun
9
Ali, Faizan
8
Amin, Muslim
8
Carlson, Jamie
8
Harun, Ahasan
8
Kim, Woo Gon
8
Marimon, Frederic
8
Park, Jungkun
8
Qu, Hailin
8
Schumann, Jan Hendrik
8
Wirtz, Jochen
8
Wong, IpKin Anthony
8
Wu, Luorong
8
Bauer, Hans H.
7
Bujisic, Milos
7
Gaynor, Martin
7
Grewal, Dhruv
7
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International journal of hospitality management
4
Journal of business research : JBR
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
The journal of services marketing
3
International journal of contemporary hospitality management
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
International journal of retail & distribution management
1
Journal of retailing
1
Journal of service management
1
Journal of travel and tourism marketing
1
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ECONIS (ZBW)
26
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1
Would you like to add a gratuity? : when explicit requests hamper tipping
Dyussembayeva, Shynar
;
Viglia, Giampaolo
;
Nieto-Garcia, …
- In:
Journal of business research : JBR
139
(
2022
),
pp. 908-917
Persistent link: https://www.econbiz.de/10013194295
Saved in:
2
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:
3
The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.
;
Mattila, Anna S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
Saved in:
4
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:
5
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:
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
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:
8
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
9
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:
10
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
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