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Online reviews : the role of information load and peripheral factors
Zhang, Lu; Wu, Luorong; Mattila, Anna S. - In: Journal of travel research : a quarterly publication of … 55 (2016) 3, pp. 299-310
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011450694
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The impact of power on service customers’ willingness to post online reviews
Wu, Luorong; Mattila, Anna S.; Wang, Chen-Ya; Hanks, Lydia - In: Journal of service research : JSR 19 (2016) 2, pp. 224-238
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011485452
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Investigating the impact of surprise rewards on consumer responses
Wu, Luorong; Mattila, Anna S.; Hanks, Lydia - In: International journal of hospitality management 50 (2015), pp. 27-35
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011387907
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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
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The impact of language style on consumers' reactions to online reviews
Wu, Luorong; Shen, Han; Fan, Alei; Mattila, Anna S. - In: Tourism management : research, policies, practice 59 (2017), pp. 590-596
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011643275
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Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei; Wu, Luorong; Mattila, Anna S. - In: The journal of services marketing 30 (2016) 7, pp. 713-723
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011590916
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The impact of fellow consumers’ presence, appeal type, and action observability on consumers’ donation behaviors
Wu, Luorong; Gao, Yixing; Mattila, Anna S. - In: Cornell hospitality quarterly : CQ 58 (2017) 2, pp. 203-213
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011731140
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Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.; Wu, Luorong; Choi, Choongbeom - In: The journal of services marketing 30 (2016) 5, pp. 519-528
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011615541
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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent self-construal
Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012256133
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In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong; He, Zeya; King, Ceridwyn; Mattila, Anna S. - In: International journal of hospitality management 92 (2021), pp. 1-10
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012425246