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~person:"Mattila, Anna S."
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Dienstleistungsmanagement
4
Service management
4
Consumer behaviour
3
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Customer satisfaction
2
Dienstleistungsqualität
2
Gastgewerbe
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Hospitality industry
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Kundenzufriedenheit
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Service quality
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Beschwerdemanagement
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Betriebliche Budgetierung
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Beziehungsmarketing
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Budget hotel
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Complaint management
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Corporate budgeting
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Customer experience
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Gastronomie
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Hotel industry
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Hotel performance
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Hotellerie
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Relationship marketing
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Restaurant industry
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Mattila, Anna S.
Bruhn, Manfred
59
Hadwich, Karsten
29
Corsten, Hans
19
Haller, Sabine
13
Stauss, Bernd
13
Roth, Stefan
12
Fließ, Sabine
11
Woratschek, Herbert
11
Burr, Wolfgang
10
Hänssler, Karl Heinz
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Gebauer, Heiko
9
Gössinger, Ralf
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Jääskeläinen, Aki
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Kenesei, Zsófia
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Laihonen, Harri
9
Pepels, Werner
9
Edvardsson, Bo
8
Gardini, Marco A.
8
Marciniak, Róbert
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Spath, Dieter
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Grönroos, Christian
7
Johnston, Robert
7
Angelis, Jannis
6
Cater-Steel, Aileen
6
Fitzsimmons, James A.
6
Kolos, Krisztina
6
Parry, Glenn
6
Spohrer, James C.
6
Chase, Richard B.
5
Clark, Graham
5
Fisk, Raymond P.
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Fitzsimmons, Mona J.
5
Freiling, Jörg
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Ganz, Walter
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Gustafsson, Anders
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Harvey, Jean
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Jaakkola, Elina
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Jacob, Frank
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International journal of hospitality management
2
International journal of contemporary hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
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ECONIS (ZBW)
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Improving service management in budget hotels
Peng, Jianping
;
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 139-148
Persistent link: https://www.econbiz.de/10011379970
Saved in:
2
Other consumers in service encounters : a script theoretical perspective
Miao, Li
;
Mattila, Anna S.
;
Mount, Dan
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 933-941
Persistent link: https://www.econbiz.de/10009242085
Saved in:
3
Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation
Noone, Breffni M.
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
34
(
2010
)
2
,
pp. 247-268
Persistent link: https://www.econbiz.de/10003978775
Saved in:
4
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
Saved in:
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