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Customer service
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
Complaint management
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Experiment
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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
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Service industry
13
Werbewirkung
13
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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English
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Mattila, Anna S.
10
Choi, Sungwoo
3
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Andreau, Luisa
1
Bolton, Lisa E.
1
Casidy, Riza
1
Choi, Choongbeom
1
Fan, Alei
1
Hanks, Lydia
1
Huey Chern Boo
1
Kim, Ellen E.
1
Liu, Qing
1
Liu, Stella X.
1
Miao, Li
1
Noone, Breffni M.
1
Shin, Hyunju
1
Tan, Ching Yeng
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Wang, Chen-ya
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Zhao, Xinyuan
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International journal of hospitality management
3
The journal of services marketing
2
International journal of retail & distribution management
1
Journal of service research
1
Managing service quality : MSQ ; an international journal
1
Marketing letters : a journal of research in marketing
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Services marketing quarterly
1
The Cornell hospitality quarterly
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ECONIS (ZBW)
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1
Robot-brand fit the influence of brand personality on consumer reactions to service robot adoption
Choi, Sungwoo
;
Liu, Stella X.
;
Choi, Choongbeom
- In:
Marketing letters : a journal of research in marketing
33
(
2022
)
1
,
pp. 129-142
Persistent link: https://ebvufind01.dmz1.zbw.eu/10013184293
Saved in:
2
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:
3
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:
4
Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
33
(
2013
),
pp. 310-315
Persistent link: https://ebvufind01.dmz1.zbw.eu/10009746354
Saved in:
5
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:
6
Consumer reaction to crowding for extended service encounters
Noone, Breffni M.
;
Mattila, Anna S.
- In:
Managing service quality : MSQ ; an international journal
19
(
2009
)
1
,
pp. 31-41
Persistent link: https://ebvufind01.dmz1.zbw.eu/10009525110
Saved in:
7
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011524421
Saved in:
8
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://ebvufind01.dmz1.zbw.eu/10011804112
Saved in:
9
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012624036
Saved in:
10
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012121389
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