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~isPartOf:"International journal of hospitality management"
~isPartOf:"Journal of the Academy of Marketing Science"
~person:"Mattila, Anna S."
~person:"Ro, Heejung"
~subject:"Beschwerdemanagement"
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Beschwerdemanagement
Complaint management
7
Dienstleistungsqualität
5
Service quality
5
Beziehungsmarketing
3
Consumer behaviour
3
Customer satisfaction
3
Konsumentenverhalten
3
Kundenzufriedenheit
3
Relationship marketing
3
USA
3
United States
3
Customer service
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Gastgewerbe
2
Hospitality industry
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Kundenservice
2
Service failure
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Service recovery
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Approach-avoidance
1
Concern for face
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Construal level
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Consumer complaint behavior
1
Cross-cultural study
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Cultural identity
1
Culture
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Deviant behavior
1
Deviant customer
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Dienstleistungsmanagement
1
Discrete negative emotions
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Emotion
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Face-To-Face complaining
1
Gastronomie
1
Gender
1
Geschlecht
1
Homosexuality
1
Homosexualität
1
Kulturelle Identität
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Kundenbindungsprogramm
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Loyalty program
1
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Mattila, Anna S.
Ro, Heejung
Guchait, Priyanko
6
Jang, Soocheong
6
Grégoire, Yany
4
Huey Chern Boo
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
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MacQuilken, Lisa
2
Madera, Juan M.
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Magnini, Vincent P.
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Meng, Fang
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Miao, Li
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So, Kevin Kam Fung
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Sparks, Beverley
2
Sreejesh, S.
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Suri, Anshu
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Sénécal, Sylvain
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Allen, Alexis M.
1
Andajigarmaroudi, Saeed
1
Ashworth, Laurence
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Assaf, A. Georges
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Astvansh, Vivek
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Baker, Melissa A.
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Bilstein, Nicola
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Bonifield, Carolyn
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Borah, Sourav Bikash
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Brady, Michael K.
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1
Cai, Liping A.
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International journal of hospitality management
Journal of the Academy of Marketing Science
Journal of hospitality marketing & management
4
The journal of services marketing
3
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
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 global marketing
1
Journal of international consumer marketing
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Journal of retailing
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ECONIS (ZBW)
7
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1
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:
2
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:
3
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
4
Service recovery evaluations : GLBT versus hetero customers
Ro, Heejung
;
Choi, Youngsoo
;
Olson, Eric
- In:
International journal of hospitality management
33
(
2013
),
pp. 366-375
Persistent link: https://www.econbiz.de/10009746343
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://www.econbiz.de/10010225814
Saved in:
6
Customer opportunistic complaints management : a critical incident approach
Ro, Heejung
;
Wong, June
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 419-427
Persistent link: https://www.econbiz.de/10009503300
Saved in:
7
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:
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