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~person:"Mattila, Anna S."
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Customer satisfaction
37
Kundenzufriedenheit
37
Consumer behaviour
36
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Dienstleistungsqualität
31
Service quality
31
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Mattila, Anna S.
Homburg, Christian
78
Han, Heesup
67
Kumar, V.
52
Bauer, Hans H.
40
Stauss, Bernd
40
Mittal, Vikas
36
Svensson, Göran
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Bruhn, Manfred
35
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33
Aksoy, Lerzan
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Gil Saura, Irene
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Usman, Osly
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Wong, IpKin Anthony
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Hyun, Sunghyup Sean
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Prayag, Girish
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Prentice, Catherine
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Hammerschmidt, Maik
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Jang, Soocheong
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McColl-Kennedy, Janet R.
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Prybutok, Victor R.
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Evanschitzky, Heiner
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Keiningham, Timothy
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Bilgihan, Anil
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International journal of hospitality management
12
The journal of services marketing
6
Journal of hospitality marketing & management
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Cornell hospitality quarterly : CQ
2
International journal of contemporary hospitality management
2
Journal of service management
2
Journal of service research
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Journal of travel and tourism marketing
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Services marketing quarterly
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Handbook of hospitality marketing management
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International journal of internet marketing and advertising : IJIMA
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Journal of global marketing
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ECONIS (ZBW)
52
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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
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
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
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:
6
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
7
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:
8
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
Saved in:
9
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
10
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
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