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isPartOf:"International journal of hospitality management"
~isPartOf:"Total quality management & business excellence"
~person:"Jang, Soocheong"
~person:"Mattila, Anna S."
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Dienstleistungsqualität
19
Service quality
19
Customer satisfaction
11
Kundenzufriedenheit
11
Beschwerdemanagement
10
Complaint management
10
Beziehungsmarketing
9
Consumer behaviour
9
Konsumentenverhalten
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Relationship marketing
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Gastronomie
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Restaurant industry
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Service failure
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Service recovery
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Dienstleistungssektor
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Hotel industry
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Anthropomorphism
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Atmospheric quality
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Betriebliche Budgetierung
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Jang, Soocheong
Mattila, Anna S.
Han, Heesup
11
Guchait, Priyanko
8
Antony, Jiju
6
Law, Chun Hung Roberts
6
Line, Nathaniel D.
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Lu, Lu
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Marimon, Frederic
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Madera, Juan M.
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Qu, Hailin
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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
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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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Altinay, Levent
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Karatepe, Osman M.
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International journal of hospitality management
Total quality management & business excellence
International journal of contemporary hospitality management
5
Journal of business research : JBR
5
The journal of services marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality marketing & management
4
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
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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)
19
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1
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:
2
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:
3
Is differential treatment in response to service failures effective? : the roles of comparison, loyalty, and scarcity messages
Kim, Heewon
;
Jang, Soocheong
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10012547932
Saved in:
4
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:
5
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:
6
"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:
7
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:
8
Why do customers switch? : more satiated or less satisfied
Park, Jeong-yeol
;
Jang, Soocheong
- In:
International journal of hospitality management
37
(
2014
),
pp. 159-170
Persistent link: https://www.econbiz.de/10010354187
Saved in:
9
A scenario-based experiment and a field study : a comparative examination for service failure and recovery
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
41
(
2014
),
pp. 125-132
Persistent link: https://www.econbiz.de/10010403058
Saved in:
10
The fading effect bias : examining changes in affect and behavioral intention in restaurant service failures and reoveries
Kim, Jong-hyeong
;
Jang, Soocheong
- In:
International journal of hospitality management
40
(
2014
),
pp. 109-119
Persistent link: https://www.econbiz.de/10010388577
Saved in:
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