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~person:"Mattila, Anna S."
~person:"Ricard, Line"
~subject:"Electronic Commerce"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Electronic Commerce
Dienstleistungsqualität
44
Service quality
44
Consumer behaviour
27
Konsumentenverhalten
27
Customer satisfaction
25
Kundenzufriedenheit
25
Beziehungsmarketing
21
Relationship marketing
21
Beschwerdemanagement
18
Complaint management
18
Customer service
8
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Gastronomie
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service recovery
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service failure
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Bank
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Mattila, Anna S.
Ricard, Line
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
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Rajaobelina, Lova
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Rodríguez-Díaz, Manuel
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Romão, João
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Sachan, Amit
3
Satapathy, Suchismita
3
Seth, Nitin
3
Stamenkov, Gjoko
3
Abdul Rahman
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Adhikari, Arnab
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Journal of relationship marketing : innovations & enhancements for customer service, relations & satisfaction
2
International journal of retail & distribution management
1
Journal of financial services marketing
1
Journal of travel and tourism marketing
1
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ECONIS (ZBW)
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1
Examining emotions linked to live chat services : the role of e-service quality and impact on word of mouth
Rajaobelina, Lova
;
Brun, Isabelle
;
Kilani, Nour
; …
- In:
Journal of financial services marketing
27
(
2022
)
3
,
pp. 232-249
Persistent link: https://www.econbiz.de/10013390958
Saved in:
2
Online relationship quality : testing an integrative and comprehensive model in the banking industry
Brun, Isabelle
;
Rajaobelina, Lova
;
Ricard, Line
- In:
Journal of relationship marketing : innovations & …
15
(
2016
)
4
,
pp. 219-246
Persistent link: https://www.econbiz.de/10011633635
Saved in:
3
OCL : online customer loyalty in the service industries : scale development and validation
Toufaily, Elissar
;
Fallu, Jean-Mathieu
;
Ricard, Line
- In:
Journal of relationship marketing : innovations & …
15
(
2016
)
4
,
pp. 269-298
Persistent link: https://www.econbiz.de/10011633641
Saved in:
4
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:
5
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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