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~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Consumer behaviour
146
Konsumentenverhalten
139
Customer satisfaction
50
Service quality
48
Dienstleistungsqualität
47
Kundenzufriedenheit
45
Beziehungsmarketing
44
Relationship marketing
44
Corporate social responsibility
30
Corporate Social Responsibility
26
Gastronomie
26
Restaurant industry
26
Complaint management
25
Hotel industry
25
Hotellerie
25
Emotion
23
Experiment
23
Hospitality industry
22
Gastgewerbe
21
USA
21
United States
21
Advertising effects
14
Werbewirkung
14
Preismanagement
13
Pricing strategy
13
Tourism
13
Tourismus
13
Dienstleistungssektor
12
Service industry
12
Customer service
11
Kundenservice
11
CSR
10
Gender
10
Viral marketing
10
Virales Marketing
10
Geschlecht
8
Internet marketing
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Loyalty program
8
Online-Marketing
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English
25
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Mattila, Anna S.
24
Fan, Alei
3
Wu, Luorong
3
Bolton, Lisa E.
2
Hanks, Lydia
2
Hwang, Yoo Hee
2
Kim, Kyungmin
2
Ro, Heejung
2
Yang, Wan
2
Andreau, Luisa
1
Casidy, Riza
1
Cho, Wonae
1
Choi, Sungwoo
1
Choi, Sunmee
1
Fock, Henry
1
Gao, Yixing
1
Grégoire, Yany
1
Han, Rachel
1
Huey Chern Boo
1
Kim, Ellen E.
1
Lee, Chung Hun
1
Li, Connie
1
Luo, Anqi
1
Miao, Li
1
Ro, Heejung Cheyenne
1
Shin, Hyunju
1
Tambyah, Siok Kuan
1
Tan, Ching Yeng
1
Wang, Chen-ya
1
Wang, Chenya
1
Wirtz, Jochen
1
Zhao, Xinyuan
1
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International journal of hospitality management
5
Journal of hospitality marketing & management
4
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of retailing
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ECONIS (ZBW)
25
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1
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
2
Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan
;
Hanks, Lydia
- In:
Journal of hospitality marketing & management
25
(
2016
)
1/2
,
pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
Saved in:
3
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
4
Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen
;
Tambyah, Siok Kuan
;
Mattila, Anna S.
- In:
Journal of service management
21
(
2010
)
3
,
pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
Saved in:
5
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
6
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
7
Societal norms, need for closure, and service recovery
Mattila, Anna S.
;
Choi, Sunmee
- In:
Journal of international consumer marketing
24
(
2012
)
5
,
pp. 356-371
Persistent link: https://www.econbiz.de/10009778694
Saved in:
8
The role of cultural tightness-looseness in the ethics of service recovery
Li, Connie
;
Fock, Henry
;
Mattila, Anna S.
- In:
Journal of global marketing
25
(
2012
)
1
,
pp. 3-16
Persistent link: https://www.econbiz.de/10009617932
Saved in:
9
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:
10
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
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