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Organizational learning from customer feedback received by service employees: A social capital perspective
Wirtz, Jochen; Tambyah, Siok Kuan; Mattila, Anna S. - In: Journal of service management 21 (2010) 3, pp. 363-388
Persistent link: https://ebvufind01.dmz1.zbw.eu/10008426062
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Antecedents to participation in corporate social responsibility programs
Mattila, Anna S.; Hanks, Lydia - In: Journal of service management 23 (2012) 5, pp. 664-677
Persistent link: https://ebvufind01.dmz1.zbw.eu/10010026070
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Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
Noone, Breffni M.; Kimes, Sheryl E.; Mattila, Anna S.; … - In: Journal of service management 20 (2009) 3/4, pp. 380-403
Persistent link: https://ebvufind01.dmz1.zbw.eu/10008374469
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Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen; Tambyah, Siok Kuan; Mattila, Anna S. - In: Journal of service management 21 (2010) 3, pp. 363-387
Persistent link: https://ebvufind01.dmz1.zbw.eu/10003993797
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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://ebvufind01.dmz1.zbw.eu/10009666544
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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://ebvufind01.dmz1.zbw.eu/10011583559