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~person:"Mattila, Anna S."
~subject:"Dienstleistung"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Dienstleistung
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
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service recovery
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Gastgewerbe
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Hospitality industry
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Selbstbedienung
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Self-service
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Service failure
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Service recovery
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USA
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United States
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service failure
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Anthropomorphism
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E-commerce
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Mattila, Anna S.
Bruhn, Manfred
8
Edvardsson, Bo
5
Huang, Ming-Hui
5
Benkenstein, Martin
4
Gallan, Andrew S.
4
McColl-Kennedy, Janet R.
4
Paluch, Stefanie
4
Stauss, Bernd
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Wirtz, Jochen
4
Anderson, Sidney
3
Bitner, Mary Jo
3
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Brown, Stephen Walter
3
Calabrese, Armando
3
Chase, Richard B.
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Debo, Laurens G.
3
Falk, Tomas
3
Gerstner, Eitan
3
Gouthier, Matthias
3
Gustafsson, Anders
3
Helkkula, Anu
3
Huiskonen, Janne
3
Jaakkola, Elina
3
Karppinen, Henri
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Kleinaltenkamp, Michael
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Kowalkowski, Christian
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Ostrom, Amy L.
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Polese, Francesco
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Rayburn, Steven W.
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Rust, Roland T.
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Seppänen, Kaisa
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Toktay, L. Beril
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Van Wassenhove, Luk N.
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Alkire, Linda
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International journal of hospitality management
1
Journal of business research : JBR
1
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ECONIS (ZBW)
2
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1
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:
2
"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
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