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~person:"Mattila, Anna S."
~subject:"Selbstbedienung"
~subject:"E-commerce"
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Search: subject_exact:"Qualität von Dienstleistungen"
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Selbstbedienung
E-commerce
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
4
service recovery
4
Gastgewerbe
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Hospitality industry
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Self-service
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Service failure
3
Service recovery
3
USA
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United States
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service failure
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Anthropomorphism
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Corporate Social Responsibility
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Corporate social responsibility
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Dienstleistung
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Dienstleistungsmanagement
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Dienstleistungssektor
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Electronic Commerce
2
Emotion
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Experiment
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Gender
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Geschlecht
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Kundenbindungsprogramm
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Mattila, Anna S.
Bauer, Hans H.
5
Collier, Joel E.
5
Falk, Tomas
5
Hammerschmidt, Maik
5
Kalia, Prateek
5
Bressolles, Grégory
4
Law, Chun Hung Roberts
4
Marimon, Frederic
4
Rabinovich, Elliot
4
Schumann, Jan Hendrik
4
Usman, Osly
4
Agrawal, Vivek
3
Ba, Sulin
3
Barrutia, José M.
3
Blut, Markus
3
Boslau, Madlen
3
Brun, Isabelle
3
Casadesús, Martí
3
Cho, Yun Kyung
3
Dika, Zamir
3
Duarte, Paulo
3
Hung, Kam
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
Rajaobelina, Lova
3
Ricard, Line
3
Riel, Allard C. R. van
3
Rodríguez-Díaz, Manuel
3
Romão, João
3
Sachan, Amit
3
Satapathy, Suchismita
3
Seth, Nitin
3
Stamenkov, Gjoko
3
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International journal of retail & distribution management
1
Journal of hospitality marketing & management
1
Journal of travel and tourism marketing
1
The journal of services marketing
1
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ECONIS (ZBW)
4
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1
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:
2
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
3
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:
4
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
Saved in:
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