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Emotion
Consumer behaviour
135
Konsumentenverhalten
128
Customer satisfaction
46
Service quality
45
Dienstleistungsqualität
44
Beziehungsmarketing
43
Relationship marketing
43
Kundenzufriedenheit
41
Corporate social responsibility
29
Corporate Social Responsibility
25
Beschwerdemanagement
24
Complaint management
24
Gastronomie
23
Hotel industry
23
Hotellerie
23
Restaurant industry
23
Experiment
21
USA
20
United States
20
Hospitality industry
19
Gastgewerbe
18
Advertising effects
13
Preismanagement
13
Pricing strategy
13
Werbewirkung
13
Dienstleistungssektor
12
Service industry
12
CSR
10
Customer service
10
Gender
10
Kundenservice
10
Viral marketing
9
Virales Marketing
9
Geschlecht
8
Loyalty program
8
Advertising
7
Brand image
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Eating habit
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Mattila, Anna S.
19
Pinto, Diego Costa
4
Hanks, Lydia
3
Herter, Márcia Maurer
2
Liu, Qing
2
Shuqair, Saleh
2
Wu, Luorong
2
Zhao, Xinyuan
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Andreu, Luisa
1
Bolton, Lisa E.
1
Borges, Adilson
1
Cao, Wenyi
1
Chen, Lu
1
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1
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1
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1
Filieri, Raffaele
1
Font, Xavier
1
Gao, Yixing
1
Hwang, Yoo Hee
1
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International journal of hospitality management
6
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Cornell hospitality quarterly : CQ
1
European journal of marketing
1
International journal of contemporary hospitality management
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
Personnel review
1
The journal of services marketing
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ECONIS (ZBW)
19
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1
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:
2
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:
3
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
Saved in:
4
The impact of mood states and surprise cues on satisfaction
Kim, Kyungmin
;
Mattila, Anna S.
- In:
International journal of hospitality management
29
(
2010
)
3
,
pp. 432-436
Persistent link: https://www.econbiz.de/10003983146
Saved in:
5
The impact of prevention versus promotion hope on CSR activities
Kim, Ellen Eun Kyoo
;
Kang, Juhee
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
1
,
pp. 43-51
Persistent link: https://www.econbiz.de/10009406153
Saved in:
6
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/10009791051
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7
The impact of gender and prepurchase mood on consumer guilt after a travel purchase
Hanks, Lydia
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
53
(
2014
)
5
,
pp. 625-637
Persistent link: https://www.econbiz.de/10010400548
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8
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
9
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://www.econbiz.de/10011387907
Saved in:
10
Selling painful yet pleasurable service offerings : an examination of hedonic appeals
Liu, Qing
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research : JSR
21
(
2018
)
3
,
pp. 336-352
Persistent link: https://www.econbiz.de/10011916517
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