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~person:"Mattila, Anna S."
~subject:"Electronic Commerce"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Electronic Commerce
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
Customer service
7
Gastronomie
7
Kundenservice
7
Restaurant industry
7
Hotel industry
4
Hotellerie
4
service recovery
4
Gastgewerbe
3
Hospitality industry
3
Selbstbedienung
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Self-service
3
Service failure
3
Service recovery
3
USA
3
United States
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service failure
3
Anthropomorphism
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Corporate Social Responsibility
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Corporate social responsibility
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Dienstleistung
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Dienstleistungsmanagement
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Dienstleistungssektor
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E-commerce
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Emotion
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Experiment
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Gender
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Geschlecht
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Kundenbindungsprogramm
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Loyalty program
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Mattila, Anna S.
Bauer, Hans H.
6
Falk, Tomas
6
Hammerschmidt, Maik
5
Kalia, Prateek
5
Bressolles, Grégory
4
Law, Chun Hung Roberts
4
Marimon, Frederic
4
Schumann, Jan Hendrik
4
Usman, Osly
4
Agrawal, Vivek
3
Ba, Sulin
3
Barrutia, José M.
3
Blut, Markus
3
Brun, Isabelle
3
Casadesús, Martí
3
Cho, Yun Kyung
3
Dickinger, Astrid
3
Dika, Zamir
3
Duarte, Paulo
3
Hüttel, Björn Armin
3
Khan, Mohammed Naved
3
Leeuwen, Eveline S. van
3
Li, Hongxiu
3
Mishra, Pravudatta
3
Neuts, Bart
3
Patel, S. K.
3
Petnji Yaya, Luc Honore
3
Rabinovich, Elliot
3
Rajaobelina, Lova
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Ricard, Line
3
Rodríguez-Díaz, Manuel
3
Romão, João
3
Sachan, Amit
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Satapathy, Suchismita
3
Seth, Nitin
3
Stamenkov, Gjoko
3
Abdul Rahman
2
Adhikari, Arnab
2
Aggarwal, Aanchal
2
Ahmad, Asad
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International journal of retail & distribution management
1
Journal of travel and tourism marketing
1
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ECONIS (ZBW)
2
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1
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:
2
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
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