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~person:"Mattila, Anna S."
~person:"Han, Heesup"
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Dienstleistungsqualität
81
Service quality
81
Consumer behaviour
62
Konsumentenverhalten
62
Customer satisfaction
61
Kundenzufriedenheit
61
Beziehungsmarketing
38
Relationship marketing
38
Beschwerdemanagement
21
Complaint management
21
Hotel industry
19
Hotellerie
19
Gastronomie
13
Restaurant industry
13
Customer service
12
Kundenservice
12
USA
12
United States
12
Holiday behaviour
10
Urlaubsverhalten
10
Airline
9
Fluggesellschaft
9
Emotion
7
Product quality
7
Produktqualität
7
Dienstleistungssektor
6
Luxury goods
6
Luxusgüter
6
Selbstbedienung
6
Self-service
6
Service industry
6
Air transport
5
Corporate Social Responsibility
5
Corporate social responsibility
5
Gastgewerbe
5
Hospitality industry
5
Luftverkehr
5
Tourism
5
Tourismus
5
satisfaction
5
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Undetermined
55
Free
2
Type of publication
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Article
99
Book / Working Paper
1
Type of publication (narrower categories)
All
Article in journal
97
Aufsatz in Zeitschrift
97
Aufsatz im Buch
2
Book section
2
Thesis
1
Language
All
English
100
Author
All
Mattila, Anna S.
Han, Heesup
Mattoo, Aaditya
216
Bruhn, Manfred
196
Corsten, Hans
125
Hoekman, Bernard M.
114
Edvardsson, Bo
88
Eichengreen, Barry
77
Krcmar, Helmut
76
Siciliani, Luigi
74
Gössinger, Ralf
72
Crew, Michael A.
70
Francois, Joseph F.
70
Kaiser, Ulrich
70
Stauss, Bernd
69
Vargo, Stephen L.
67
Gallouj, Fai͏̈z
63
Kleindorfer, Paul R.
61
Hadwich, Karsten
60
Gebauer, Heiko
58
Jahn, Elke J.
57
Kowalkowski, Christian
56
Asongu, Simplice
55
Propper, Carol
55
Wirtz, Jochen
55
Lechner, Michael
54
Rubalcaba-Bermejo, Luis
51
Sauvé, Pierre
51
Grönroos, Christian
50
Meffert, Heribert
50
Claessens, Stijn
49
Straume, Odd Rune
49
Tarr, David G.
49
Thomas, Oliver
49
Jaag, Christian
48
Missale, Alessandro
48
Reichwald, Ralf
48
Shepherd, Ben
48
Borchert, Ingo
47
Ariu, Andrea
46
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Published in...
All
International journal of hospitality management
25
Journal of travel and tourism marketing
22
Journal of business research : JBR
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Journal of hospitality marketing & management
6
The journal of services marketing
6
International journal of contemporary hospitality management
4
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Services marketing quarterly
2
Tourism management : research, policies, practice
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
Handbook of pricing research in marketing
1
International journal of physical distribution and logistics management
1
International journal of retail & distribution management
1
Journal of Contemporary Issues in Business and Government
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of retailing and consumer services
1
Journal of service management
1
Journal of vacation marketing
1
Managing service quality : MSQ ; an international journal
1
Marketing intelligence & planning
1
The Cornell hospitality quarterly
1
Tourism management perspectives : TMP
1
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ECONIS (ZBW)
99
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1
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1
Moderating effect of government regulations on the determinants of customer loyalty for cellular
service
providers in Pakistan
Tariq, Beenish
;
Najam, Hammad
;
Nik Kamariah Nik Mat
; …
- In:
Journal of Contemporary Issues in Business and Government
26
(
2020
)
1
,
pp. 1-22
Persistent link: https://www.econbiz.de/10012286411
Saved in:
2
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:
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
Touch versus tech in
service
encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
5
How leaders exploited the frontline hospitality employees through distress and
service
sabotage?
Akram, Zubair
;
Chaudhary, Swati
;
Akram, Umair
;
Han, Heesup
- In:
Journal of travel and tourism marketing
41
(
2024
)
2
,
pp. 252-271
Persistent link: https://www.econbiz.de/10014513639
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
If you don't care, I will switch : online retailers' behaviour on third-party logistics services
Abdul Hafaz Ngah
;
Thurasamy Ramayah
;
Han, Heesup
- In:
International journal of physical distribution and …
53
(
2023
)
7/8
,
pp. 813-837
Persistent link: https://www.econbiz.de/10014331839
Saved in:
8
Cross-category add-on bundling : impact of the consumption nature of bundled products on discount framing effectiveness
Song, Myungkeun
;
Noone, Breffni M.
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
62
(
2023
)
1
,
pp. 197-216
Persistent link: https://www.econbiz.de/10014245298
Saved in:
9
Are you ready for robot services? : exploring robot-
service
adoption behaviors of hotel-goers
Jung, Inyoung
;
Quan, Wei
;
Yu, Jongsik
;
Han, Heesup
- In:
International journal of hospitality management
109
(
2023
),
pp. 1-13
Persistent link: https://www.econbiz.de/10014282493
Saved in:
10
Product performance and its role in airline image generation and customer retention processes : gender difference
Han, Heesup
;
Shim, Changsup
;
Lee, Won Seok
;
Kim, Wansoo
- In:
Journal of travel and tourism marketing
36
(
2019
)
4
,
pp. 536-548
Persistent link: https://www.econbiz.de/10012179435
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