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~subject:"Complaint management"
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Complaint management
Consumer behaviour
140
Konsumentenverhalten
133
Customer satisfaction
46
Service quality
45
Dienstleistungsqualität
44
Beziehungsmarketing
43
Relationship marketing
43
Kundenzufriedenheit
41
Corporate social responsibility
29
Corporate Social Responsibility
25
Beschwerdemanagement
24
Experiment
24
Gastronomie
23
Hotel industry
23
Hotellerie
23
Restaurant industry
23
USA
21
United States
21
Emotion
19
Hospitality industry
19
Gastgewerbe
18
Preismanagement
14
Pricing strategy
14
Advertising effects
13
Dienstleistungssektor
13
Service industry
13
Werbewirkung
13
Customer service
11
Gender
11
Kundenservice
11
CSR
10
Geschlecht
9
Online retailing
9
Online-Handel
9
Viral marketing
9
Virales Marketing
9
Brand image
8
Loyalty program
8
Markenimage
8
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Article
24
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24
Aufsatz in Zeitschrift
24
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English
24
Author
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Mattila, Anna S.
24
Fan, Alei
3
Wu, Luorong
3
Bolton, Lisa E.
2
Hwang, Yoo Hee
2
Kim, Kyungmin
2
Ro, Heejung
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
Hanks, Lydia
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
Yang, Wan
1
Zhao, Xinyuan
1
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International journal of hospitality management
5
Journal of hospitality marketing & management
3
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
1
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ECONIS (ZBW)
24
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1
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://ebvufind01.dmz1.zbw.eu/10008749977
Saved in:
2
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://ebvufind01.dmz1.zbw.eu/10003993797
Saved in:
3
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://ebvufind01.dmz1.zbw.eu/10009390049
Saved in:
4
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://ebvufind01.dmz1.zbw.eu/10009503304
Saved in:
5
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://ebvufind01.dmz1.zbw.eu/10010225814
Saved in:
6
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://ebvufind01.dmz1.zbw.eu/10009778694
Saved in:
7
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://ebvufind01.dmz1.zbw.eu/10009617932
Saved in:
8
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://ebvufind01.dmz1.zbw.eu/10009711832
Saved in:
9
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://ebvufind01.dmz1.zbw.eu/10008749350
Saved in:
10
The role of self-service technologies in restoring justice
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung Cheyenne
- In:
Journal of business research : JBR
64
(
2011
)
4
,
pp. 348-355
Persistent link: https://ebvufind01.dmz1.zbw.eu/10008859035
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