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Electronic consumer-to-consumer interaction (eCCI) post a service failure : the psychological power of need for approval
Wei, Wei; Zhang, Lu; Rathjens, Bobbie; McGinley, Sean - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 7, pp. 1212-1225
Persistent link: https://www.econbiz.de/10015192436
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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. 499-508
Persistent link: https://www.econbiz.de/10008749977
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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://www.econbiz.de/10003993797
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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
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The role of tie strength on consumer dissatisfaction responses
Yang, Wan; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 2, pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
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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
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Societal norms, need for closure, and service recovery
Mattila, Anna S.; Choi, Sunmee - In: Journal of international consumer marketing 24 (2012) 5, pp. 356-371
Persistent link: https://www.econbiz.de/10009778694
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The role of cultural tightness-looseness in the ethics of service recovery
Li, Connie; Fock, Henry; Mattila, Anna S. - In: Journal of global marketing 25 (2012) 1, pp. 3-16
Persistent link: https://www.econbiz.de/10009617932
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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
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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