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~person:"Mattila, Anna S."
~subject:"Electronic banking"
~subject:"Finanzdienstleistung"
~subject:"Selbstbedienung"
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Electronic banking
Finanzdienstleistung
Selbstbedienung
Self-service
6
Beschwerdemanagement
3
Complaint management
3
Consumer behaviour
3
Customer satisfaction
3
Dienstleistungsqualität
3
Konsumentenverhalten
3
Kundenzufriedenheit
3
Service quality
3
Anforderungsprofil
1
Anthropomorphism
1
Cause-Related Marketing
1
Cause-related marketing
1
Corporate Social Responsibility
1
Corporate social responsibility
1
Cross-cultural management
1
Dienstleistungssektor
1
E-commerce
1
Electronic Commerce
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Gastronomie
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Gender mainstreaming
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Gleichstellungspolitik
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Innovation adoption
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Innovationsakzeptanz
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Interkulturelles Management
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1
Restaurant industry
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Scenario analysis
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Self-service technology (SST)
1
Sense of power
1
Service industry
1
Service technology
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Switching intentions
1
Szenariotechnik
1
Technischer Fortschritt
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Mattila, Anna S.
Collier, Joel E.
8
Kaushik, Arun Kumar
6
Boslau, Madlen
5
Rahman, Zillur
5
Wang, Cheng
5
Cranage, David A.
4
Hung, Kam
4
Kaufer, Erich
4
Lee, Hyun-joo
4
Liu, Chun
4
Robertson, Nichola
4
Salomann, Harald
4
Streukens, Sandra
4
Artis, Andrew B.
3
Dwivedi, Yogesh Kumar
3
Epple, Manfred H.
3
Fleming, David E.
3
Gelbrich, Katja
3
Gleitsmann, Sinje
3
Greipl, Erich
3
Guttzeit, Mandy
3
Gössinger, Ralf
3
Harris, Jennifer
3
Hartwig, Michaela
3
Kaulvers, Stephan-Andreas
3
Kelly, Petranka
3
Kishore, Krishna
3
Lawlor, Jennifer
3
Lee, Hyun-Joo
3
Lin, Jiun-sheng Chris
3
Meuter, Matthew L.
3
Meyer, Anton
3
Nieschlag, Robert
3
Patterson, Paul G.
3
Pezoldt, Kerstin
3
Rajagopal
3
Roschk, Holger
3
Scherer, Anne
3
Sequeira, A. H.
3
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Journal of hospitality marketing & management
2
Journal of business research : JBR
1
Journal of travel and tourism marketing
1
Managing service quality : MSQ ; an international journal
1
The journal of services marketing
1
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ECONIS (ZBW)
6
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1
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
Saved in:
2
The impact of self-service technology and the presence of others on cause-related marketing programs in restaurants
Hanks, Lydia
;
Line, Nathaniel D.
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
25
(
2016
)
5/6
,
pp. 547-562
Persistent link: https://www.econbiz.de/10011577824
Saved in:
3
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
4
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://www.econbiz.de/10008859035
Saved in:
5
A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters
Wang, Chen-ya
;
Mattila, Anna S.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
4
,
pp. 328-342
Persistent link: https://www.econbiz.de/10008655294
Saved in:
6
The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Mattila, Anna S.
;
Cho, Wonae
;
Ro, Heejung
- In:
Journal of travel and tourism marketing
26
(
2009
)
2
,
pp. 120-128
Persistent link: https://www.econbiz.de/10003863480
Saved in:
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