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The impact of culture on consumers#x0201; perceptions of service recovery efforts
Mattila, Anna S.; Patterson, Paul G. - In: Journal of retailing 80 (2004) 3, pp. 196-206
Persistent link: https://www.econbiz.de/10006608383
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Congruency of scent and music as a driver of in-store evaluations and behavior
Mattila, Anna S.; Wirtz, Jochen - In: Journal of retailing 77 (2001) 2, pp. 273
Persistent link: https://www.econbiz.de/10006620271
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The role of affective factors on perceived cruise vacation value
Duman, Teoman; Mattila, Anna S. - In: Tourism management : research, policies, practice 26 (2005) 3, pp. 311-324
Persistent link: https://www.econbiz.de/10006810042
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The Impact of Cognitive Inertia on Postconsumption Evaluation Processes
Mattila, Anna S. - In: Journal of the Academy of Marketing Science 31 (2003) 3, pp. 287-299
Persistent link: https://www.econbiz.de/10006151046
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The Impact of Cognitive Inertia on Postconsumption Evaluation Processes
Mattila, Anna S. - In: Journal of the Academy of Marketing Science 31 (2003) 3, pp. 287
Persistent link: https://www.econbiz.de/10006151047
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The relationship between consumer complaining behavior and service recovery: An integrative review
Kim, Min Gyung; Wang, Chenya; Mattila, Anna S. - In: International journal of contemporary hospitality management 22 (2010) 7, pp. 975-992
Persistent link: https://www.econbiz.de/10008706790
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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. 499-509
Persistent link: https://www.econbiz.de/10008706966
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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://www.econbiz.de/10008426062
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Existential Guilt and Preferential Treatment: The Case of an Airline Upgrade
Mattila, Anna S.; Hanks, Lydia; Zhang, Lu - In: Journal of travel research : a quarterly publication of … 52 (2013) 5, pp. 591-599
Persistent link: https://www.econbiz.de/10010159126
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The impact of other customers on customer experiences : a psychological distance perspective
Miao, Li; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 77-99
Persistent link: https://www.econbiz.de/10010159836