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~person:"Mattila, Anna S."
~subject:"Restaurant industry"
~subject:"USA"
~subject:"service recovery"
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Restaurant industry
USA
service recovery
Beziehungsmarketing
37
Relationship marketing
37
Consumer behaviour
28
Konsumentenverhalten
28
Customer satisfaction
20
Kundenzufriedenheit
20
Dienstleistungsqualität
17
Service quality
17
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
5
Corporate social responsibility
5
Gastronomie
5
Customer service
4
Kundenservice
4
United States
4
Emotion
3
Lieferantenmanagement
3
Service recovery
3
Supplier relationship management
3
Cause-Related Marketing
2
Cause-related marketing
2
Consumer behavior
2
Cultural identity
2
Fundraising
2
Gender
2
Geschlecht
2
Hotel industry
2
Hotellerie
2
Kulturelle Identität
2
Loyalty
2
Loyalty reward programs
2
Other customers
2
Service failure
2
Social norm
2
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12
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12
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12
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English
12
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Mattila, Anna S.
Smith, Alan D.
19
Han, Heesup
11
Hyun, Sunghyup Sean
11
Kumar, V.
9
Walsh, Gianfranco
8
Kim, Wansoo
7
Hennig-Thurau, Thorsten
6
Jang, Soocheong
6
Johnson, Michael D.
6
Line, Nathaniel D.
6
Brodie, Roderick J.
5
Conduit, Jodie
5
Hollebeek, Linda D.
5
Kim, Eojina
5
Ok, Chihyung
5
Ahn, Jiseon
4
Beatty, Sharon E.
4
Gourio, François
4
Gremler, Dwayne D.
4
Grégoire, Yany
4
Hanks, Lydia
4
Hwang, Jinsoo
4
Jin, Naehyun Paul
4
Lucas, Robert W.
4
Qu, Hailin
4
Rudanko, Leena
4
Skiera, Bernd
4
Tang, Liang
4
Baker, Melissa A.
3
Bowden, Jana
3
Chen, Annie Huiling
3
Chen, Tom
3
Eggert, Andreas
3
Ehrlich, Evelyn
3
Eisingerich, Andreas B
3
Elhauge, Einer
3
Enkel, Ellen
3
Evanschitzky, Heiner
3
Fanelli, Duke
3
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Cornell hospitality quarterly : CQ
2
International journal of hospitality management
2
Journal of hospitality marketing & management
2
Journal of service research
2
International journal of internet marketing and advertising : IJIMA
1
Journal of service management
1
Services marketing quarterly
1
The journal of services marketing
1
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ECONIS (ZBW)
12
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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
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
3
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
4
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://www.econbiz.de/10011804112
Saved in:
5
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
6
Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
Saved in:
7
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
8
A branding model for web search engines
Zhang, Lu
;
Jansen, Bernard J.
;
Mattila, Anna S.
- In:
International journal of internet marketing and …
7
(
2012
)
3
,
pp. 195-216
Persistent link: https://www.econbiz.de/10009576341
Saved in:
9
Antecedents to participation in corporate social responsibility programs
Mattila, Anna S.
;
Hanks, Lydia
- In:
Journal of service management
23
(
2012
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10009666544
Saved in:
10
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://www.econbiz.de/10009390049
Saved in:
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