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~person:"Mattila, Anna S."
~person:"Rust, Roland T."
~subject:"Dienstleistung"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Dienstleistung
Dienstleistungsqualität
51
Service quality
51
Consumer behaviour
24
Customer satisfaction
24
Konsumentenverhalten
24
Kundenzufriedenheit
24
Beziehungsmarketing
19
Relationship marketing
19
Beschwerdemanagement
18
Complaint management
18
Customer service
7
Dienstleistungssektor
7
Gastronomie
7
Kundenservice
7
Restaurant industry
7
Service industry
7
Quality management
6
Qualitätsmanagement
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Hotel industry
5
Hotellerie
5
Services
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USA
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United States
5
Product quality
4
Produktqualität
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Theorie
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Theory
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service recovery
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Automation
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Automatisierung
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Dienstleistungsmanagement
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Emotion
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Gastgewerbe
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Hospitality industry
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Robot
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Mattila, Anna S.
Rust, Roland T.
Bruhn, Manfred
8
Edvardsson, Bo
5
Huang, Ming-Hui
5
Benkenstein, Martin
4
Gallan, Andrew S.
4
McColl-Kennedy, Janet R.
4
Paluch, Stefanie
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Stauss, Bernd
4
Wirtz, Jochen
4
Anderson, Sidney
3
Bitner, Mary Jo
3
Blau, Benjamin
3
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Calabrese, Armando
3
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3
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
3
Kleinaltenkamp, Michael
3
Kowalkowski, Christian
3
Ostrom, Amy L.
3
Polese, Francesco
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Rayburn, Steven W.
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Russell-Bennett, Rebekah
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Seppänen, Kaisa
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Sharma, Piyush
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Sousa, Rui
3
Toktay, L. Beril
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Van Wassenhove, Luk N.
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Alkire, Linda
2
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International journal of hospitality management
1
Journal of business research : JBR
1
Journal of service research
1
Journal of service research : JSR
1
Marketing science : the marketing journal of the Institute for Operations Research and the Management Sciences
1
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ECONIS (ZBW)
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1
Engaged to a robot? : the role of AI in service
Huang, Ming-Hui
;
Rust, Roland T.
- In:
Journal of service research
24
(
2021
)
1
,
pp. 30-41
Persistent link: https://www.econbiz.de/10012426758
Saved in:
2
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:
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
The service revolution and the transformation of marketing science
Rust, Roland T.
;
Huang, Ming-hui
- In:
Marketing science : the marketing journal of the …
33
(
2014
)
2
,
pp. 206-221
Persistent link: https://www.econbiz.de/10010358790
Saved in:
5
IT-related service : a multidisciplinary perspective
Huang, Ming-hui
;
Rust, Roland T.
- In:
Journal of service research : JSR
16
(
2013
)
3
,
pp. 251-258
Persistent link: https://www.econbiz.de/10009782150
Saved in:
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