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~person:"Mattila, Anna S."
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Mattila, Anna S.
Stauss, Bernd
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11
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Wirtz, Jochen
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Edvardsson, Bo
9
Fellmann, Michael
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Van Vaerenbergh, Yves
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8
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Nüttgens, Markus
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7
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Miao, Li
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Netessine, Serguei
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Shin, Hyunju
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Sirianni, Nancy J.
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International journal of hospitality management
4
The journal of services marketing
2
International journal of retail & distribution management
1
Journal of service research
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
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1
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
2
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:
3
Apple Pay : coolness and embarrassment in the service encounter
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
78
(
2019
),
pp. 268-275
Persistent link: https://www.econbiz.de/10012012758
Saved in:
4
"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:
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
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
7
Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
33
(
2013
),
pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
Saved in:
8
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
Saved in:
9
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:
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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