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The impact of service failures...
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Consumer behaviour
128
Konsumentenverhalten
128
Dienstleistungsqualität
44
Service quality
44
Beziehungsmarketing
43
Relationship marketing
43
Customer satisfaction
41
Kundenzufriedenheit
41
Corporate Social Responsibility
25
Corporate social responsibility
25
Beschwerdemanagement
24
Complaint management
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Gastronomie
23
Hotel industry
23
Hotellerie
23
Restaurant industry
23
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21
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United States
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Emotion
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Gastgewerbe
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Dienstleistungssektor
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Service industry
12
Customer service
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Kundenservice
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Viral marketing
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Virales Marketing
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CSR
8
Gender
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Advertising
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Brand image
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Eating habit
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English
184
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Mattila, Anna S.
184
Gao, Yixing
14
Wu, Luorong
14
Hwang, Yoo Hee
12
Pinto, Diego Costa
12
Liu, Qing
10
Hanks, Lydia
9
Shuqair, Saleh
8
Choi, Choongbeom
7
Choi, Sungwoo
7
Fan, Alei
7
Luo, Anqi
7
Shin, Joongwon
7
Zhao, Xinyuan
7
Andreu, Luisa
6
Ye, Tian
6
Herter, Márcia Maurer
5
Kim, Kyungmin
5
Noone, Breffni M.
5
O'Neill, John
5
Xue, Xunyue
5
Yang, Wan
5
Zhang, Lu
5
Bolton, Lisa E.
4
Choi, Sunmee
4
Miao, Li
4
Ro, Heejung
4
McGinley, Sean
3
Viglia, Giampaolo
3
Wang, Chen-ya
3
Yang, Bi
3
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2
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2
Chen, Feier
2
Cho, Wonae
2
Hanson, Bjorn
2
Josiassen, Alexander
2
Kim, Ellen Eun Kyoo
2
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2
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International journal of hospitality management
53
Journal of business research : JBR
13
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
11
The journal of services marketing
10
International journal of contemporary hospitality management
9
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
9
Cornell hospitality quarterly : CQ
8
The Cornell hospitality quarterly
7
Journal of hospitality marketing & management
6
Journal of service management
4
Journal of service research
4
Journal of travel and tourism marketing
4
Tourism management : research, policies, practice
3
Journal of retailing and consumer services
2
Journal of revenue and pricing management
2
Journal of service research : JSR
2
Managing service quality : MSQ ; an international journal
2
Marketing intelligence & planning
2
Services marketing quarterly
2
The Cornell School of hotel administration handbook of applied hospitality strategy
2
Tourism economics : the business and finance of tourism and recreation
2
Breaking new ground in theory and practice
1
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Design science in tourism : foundations of destination management
1
Electronic commerce research
1
European journal of marketing
1
Handbook of hospitality marketing management
1
Handbook of pricing research in marketing
1
International journal of consumer studies
1
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
International journal of revenue management : IJRM
1
Journal of business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing channels : ... distribution systems, strategy, and management
1
Journal of marketing theory and practice
1
Journal of retailing
1
Personnel review
1
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ECONIS (ZBW)
OLC EcoSci
57
Other ZBW resources
41
BASE
6
RePEc
4
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How do we measure performance at the firm and unit level?
Mattila, Anna S.
- In:
The Cornell School of hotel administration handbook of …
,
(pp. 938-942)
.
2010
Persistent link: https://www.econbiz.de/10008665663
Saved in:
2
Corporate volunteering programs and conumer perceptions : a information processing perspective
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 572-578
Persistent link: https://www.econbiz.de/10010231168
Saved in:
3
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
4
How to handle PR disasters? : an examination of the impact of communication response type and failure attributions on consumer perceptions
Mattila, Anna S.
- In:
The journal of services marketing
23
(
2009
)
4
,
pp. 211-218
Persistent link: https://www.econbiz.de/10009525752
Saved in:
5
A commentary on cross-cultural research in hospitality & tourism inquiry (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)
Mattila, Anna S.
- In:
International journal of hospitality management
76
(
2019
)
2
,
pp. 10-12
Persistent link: https://www.econbiz.de/10011982053
Saved in:
6
When customers become scapegoats : how negative gossip about organizational change can cause negative emotions and displaced aggression
Cao, Wenyi
;
Chen, Lu
;
Tang, Rong
;
Zhao, Xinyuan
; …
- In:
Personnel review
54
(
2025
)
1
,
pp. 256-283
Persistent link: https://www.econbiz.de/10015198337
Saved in:
7
AI (vs. human) recommendation on luxury services
Gonçalves, Ana Rita
;
Pinto, Diego Costa
;
Shuqair, Saleh
; …
- In:
Bringing the Soul Back to Marketing : Proceedings of …
,
(pp. 121-131)
.
2024
Persistent link: https://www.econbiz.de/10014501115
Saved in:
8
Me, Myself, and My AI : how artificial intelligence classification failures threaten consumers' self-expression
Lopes, Ana Rita Gonçalves
;
Pinto, Diego Costa
; …
- In:
Journal of business research : JBR
186
(
2025
),
pp. 1-16
Persistent link: https://www.econbiz.de/10015156892
Saved in:
9
The impact of customer misbehavior on frontline employees' work-family conflict and withdrawal behaviors
Zhao, Xinyuan
;
Wang, Fujin
;
Mattila, Anna S.
;
Leong, …
- In:
International journal of contemporary hospitality management
36
(
2024
)
12
,
pp. 4011-4030
Persistent link: https://www.econbiz.de/10015144222
Saved in:
10
An empathy lens into peer service providers : personal versus commercial hosts
Shuqair, Saleh
;
Pinto, Diego Costa
;
Mattila, Anna S.
- In:
International journal of hospitality management
99
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10013328029
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