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~person:"Mattila, Anna S."
~subject:"Other customers"
~subject:"Service quality"
~subject:"USA"
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Search: "Customer relationship management"
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Other customers
Service quality
USA
Beziehungsmarketing
38
Relationship marketing
38
Consumer behaviour
29
Konsumentenverhalten
29
Customer satisfaction
20
Kundenzufriedenheit
20
Dienstleistungsqualität
17
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
6
Corporate social responsibility
6
Gastronomie
5
Restaurant industry
5
Customer service
4
Kundenservice
4
United States
4
Emotion
3
Fundraising
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
Gender
2
Geschlecht
2
Hotel industry
2
Hotellerie
2
Kulturelle Identität
2
Loyalty
2
Loyalty reward programs
2
Service failure
2
Social norm
2
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22
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22
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1
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English
23
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Mattila, Anna S.
Han, Heesup
22
Bruhn, Manfred
21
Prentice, Catherine
21
Smith, Alan D.
21
Hollebeek, Linda D.
16
Klaus, Philipp
14
Gil Saura, Irene
13
McColl-Kennedy, Janet R.
13
Walsh, Gianfranco
13
Gong, Taeshik
12
Gustafsson, Anders
12
Kumar, V.
12
Balaji, M. S.
11
Hyun, Sunghyup Sean
10
Quach, Sara
10
Kim, Wansoo
9
Patterson, Paul G.
9
Prybutok, Victor R.
9
Qu, Hailin
9
Sreejesh, S.
9
Usman, Osly
9
Auh, Seigyoung
8
Beatty, Sharon E.
8
Bolton, Ruth N.
8
Edvardsson, Bo
8
Eisingerich, Andreas B
8
Grégoire, Yany
8
Izogo, Ernest Emeka
8
Jang, Soocheong
8
Johnson, Michael D.
8
Park, Jungkun
8
Rather, Raouf Ahmad
8
Roberts-Lombard, Mornay
8
Chahal, Hardeep
7
Conduit, Jodie
7
Dagger, Tracey S.
7
Evanschitzky, Heiner
7
Georgi, Dominik
7
Hammerschmidt, Maik
7
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International journal of hospitality management
6
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
The journal of services marketing
2
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 retailing
1
Journal of service management
1
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ECONIS (ZBW)
23
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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
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:
6
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:
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
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
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
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
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