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~person:"Mattila, Anna S."
~type_genre:"Aufsatz in Zeitschrift"
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Virtuelle Stimuli für Kundente...
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Beziehungsmarketing
36
Relationship marketing
36
Consumer behaviour
28
Konsumentenverhalten
28
Customer satisfaction
19
Kundenzufriedenheit
19
Dienstleistungsqualität
16
Service quality
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Beschwerdemanagement
12
Complaint management
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service recovery
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Aufsatz in Zeitschrift
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36
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English
36
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Mattila, Anna S.
Han, Heesup
55
Kumar, V.
50
Hollebeek, Linda D.
40
Calantone, Roger J.
39
Herrmann, Andreas
38
Homburg, Christian
36
Verhoef, Peter C.
36
Gil Saura, Irene
35
Loureiro, Sandra Maria Correia
35
Smith, Alan D.
33
Wakker, Peter P.
32
Brem, Alexander
31
Palmatier, Robert W.
31
Prentice, Catherine
30
Svensson, Göran
30
Vrontis, Demetris
29
Bruhn, Manfred
27
Di Benedetto, C. Anthony
27
Agnihotri, Raj
25
Bang, Nguyen
25
Grewal, Dhruv
25
Huber, Frank
25
Ruyter, Ko de
25
Hyun, Sunghyup Sean
24
Walsh, Gianfranco
24
Evanschitzky, Heiner
23
Klaus, Philipp
23
Segal, Uzi
23
Thaichon, Park
23
Wong, IpKin Anthony
23
O'Cass, Aron
22
Kumar, Vikas
21
Matzler, Kurt
21
Quach, Sara
21
Rahman, Zillur
21
Stock-Homburg, Ruth
21
Wieseke, Jan
21
Balaji, M. S.
20
Gustafsson, Anders
20
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International journal of hospitality management
9
The journal of services marketing
6
Journal of business research : JBR
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of hospitality marketing & management
3
Cornell hospitality quarterly : CQ
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Services marketing quarterly
2
International journal of internet marketing and advertising : IJIMA
1
Journal of retailing
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The journal of product & brand management
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ECONIS (ZBW)
36
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1
Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
Saved in:
2
Investigating the impact of surprise rewards on consumer responses
Wu, Luorong
;
Mattila, Anna S.
;
Hanks, Lydia
- In:
International journal of hospitality management
50
(
2015
),
pp. 27-35
Persistent link: https://www.econbiz.de/10011387907
Saved in:
3
Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.
;
Wu, Luorong
;
Choi, Choongbeom
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 519-528
Persistent link: https://www.econbiz.de/10011615541
Saved in:
4
How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.
;
Mattila, Anna S.
- In:
Journal of retailing
91
(
2015
)
1
,
pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
Saved in:
5
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
6
What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee
;
Gao, Yixing
;
Mattila, Anna S.
- In:
International journal of hospitality management
87
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
Saved in:
7
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
8
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
9
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
Saved in:
10
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
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