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isPartOf:"International journal of hospitality management"
~isPartOf:"Total quality management & business excellence"
~person:"Bai, Billy"
~person:"Mattila, Anna S."
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Dienstleistungsqualität
14
Service quality
14
Customer satisfaction
8
Kundenzufriedenheit
8
Consumer behaviour
6
Konsumentenverhalten
6
Beziehungsmarketing
5
Hotel industry
5
Hotellerie
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Relationship marketing
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Beschwerdemanagement
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Complaint management
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Customer service
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Kundenservice
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Gastronomie
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Restaurant industry
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Dienstleistungsmanagement
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Gastgewerbe
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Hospitality industry
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Robot
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Roboter
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Service encounter
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Service experience
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Service failure
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Service management
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Service recovery
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Service robot
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Ambient intimacy
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Anthropomorphism
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Artificial intelligence
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Bai, Billy
Mattila, Anna S.
Han, Heesup
11
Jang, Soocheong
9
Guchait, Priyanko
8
Wong, IpKin Anthony
7
Antony, Jiju
6
Law, Chun Hung Roberts
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Line, Nathaniel D.
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Lu, Lu
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Marimon, Frederic
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Cudney, Elizabeth A.
5
Madera, Juan M.
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Prentice, Catherine
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Qu, Hailin
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So, Kevin Kam Fung
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Zhang, Tingting
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Brewster, Zachary W.
4
Cheng, Ching-Chan
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Hanks, Lydia
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Kim, Woo Gon
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King, Ceridwyn
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Lee, Jin-soon
4
Lee, Lindsey
4
Lynn, Michael
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Mas-Machuca, Marta
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Pizam, Abraham
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Torres, Edwin N.
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Wang, Xingyu
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Ali, Faizan
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Altinay, Levent
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Bilgihan, Anil
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DiPietro, Robin B.
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Gursoy, Dogan
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Hyun, Sunghyup Sean
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Karatepe, Osman M.
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Kim, Seongseop
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International journal of hospitality management
Total quality management & business excellence
Journal of hospitality marketing & management
5
International journal of contemporary hospitality management
4
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
The journal of services marketing
3
Journal of service research
2
Journal of travel and tourism marketing
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
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Journal of retailing
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Journal of service management
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The Cornell hospitality quarterly
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ECONIS (ZBW)
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1
Why do hotel frontline employees use service robots in the workplace? : a technology affordance theory perspective
Leung, Xi Y.
;
Zhang, Huiying
;
Lyu, Jiaying
;
Bai, Billy
- In:
International journal of hospitality management
108
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10013482355
Saved in:
2
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
Saved in:
3
The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.
;
Mattila, Anna S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
Saved in:
4
A systematic review of AI technology-based service encounters : implications for hospitality and tourism operations
Li, Minglong
;
Yin, Dexiang
;
Qiu, Hailian
;
Bai, Billy
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012547997
Saved in:
5
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:
6
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
7
"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://www.econbiz.de/10012121389
Saved in:
8
Do the roles of switching barriers on customer loyalty vary for different types of hotels?
Zhang, Hanqin Qiu
;
Ye, Haobin
;
Bai, Billy
;
Wang, Wei Heng
- In:
International journal of hospitality management
46
(
2015
),
pp. 89-98
Persistent link: https://www.econbiz.de/10011301991
Saved in:
9
Improving service management in budget hotels
Peng, Jianping
;
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 139-148
Persistent link: https://www.econbiz.de/10011379970
Saved in:
10
The effect of regulatory focus and delay type on consumers' reactions to delay
Yang, Wan
;
Mattila, Anna S.
;
Hou, Yuansi
- In:
International journal of hospitality management
32
(
2013
),
pp. 113-120
Persistent link: https://www.econbiz.de/10009717661
Saved in:
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