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Emotion
Consumer behaviour
146
Konsumentenverhalten
139
Customer satisfaction
50
Service quality
48
Dienstleistungsqualität
47
Kundenzufriedenheit
45
Beziehungsmarketing
44
Relationship marketing
44
Corporate social responsibility
30
Corporate Social Responsibility
26
Gastronomie
26
Restaurant industry
26
Beschwerdemanagement
25
Complaint management
25
Hotel industry
25
Hotellerie
25
Experiment
23
Hospitality industry
22
Gastgewerbe
21
USA
21
United States
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Advertising effects
14
Werbewirkung
14
Preismanagement
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Pricing strategy
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Tourism
13
Tourismus
13
Dienstleistungssektor
12
Service industry
12
Customer service
11
Kundenservice
11
CSR
10
Gender
10
Viral marketing
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Virales Marketing
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Geschlecht
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Internet marketing
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English
23
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Mattila, Anna S.
19
Hanks, Lydia
4
Pinto, Diego Costa
4
Yang, Wan
4
Wu, Luorong
3
Bogicevic, Vanja
2
Bujisic, Milos
2
Cobanoglu, Cihan
2
Gao, Yixing
2
Herter, Márcia Maurer
2
Liu, Qing
2
Shuqair, Saleh
2
Zhao, Xinyuan
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Andreu, Luisa
1
Bilgihan, Anil
1
Bilgihan, Cihan
1
Bolton, Lisa E.
1
Borges, Adilson
1
Cao, Wenyi
1
Chen, Lu
1
Choi, Sungwoo
1
Cui, Zhenzhen
1
Ferreira, Mário B.
1
Filieri, Raffaele
1
Font, Xavier
1
Hwang, Yoo Hee
1
Kang, Juhee
1
Kim, Ellen Eun Kyoo
1
Kim, Kyungmin
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Ladeira, Wagner Junior
1
Leong, Man Wai Aliana
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Liu, Jun
1
Luo, Anqi
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Ma, Shihan
1
Miao, Li
1
Perin, Marcelo Gattermann
1
Qin, Yan
1
Ribeiro, Manuel Alector
1
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International journal of hospitality management
6
Journal of hospitality marketing & management
3
Journal of business research : JBR
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 air transport management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
Personnel review
1
The journal of consumer marketing
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The journal of services marketing
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ECONIS (ZBW)
23
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1
Preconsumption mood, causal explanations, and postrecovery reactions
Yang, Wan
;
Hanks, Lydia
- In:
Journal of hospitality marketing & management
25
(
2016
)
1/2
,
pp. 69-90
Persistent link: https://www.econbiz.de/10011453969
Saved in:
2
"Hobson's choice" servicescape : consumer anxiety and enjoyment
Bujisic, Milos
;
Bogicevic, Vanja
;
Yang, Wan
;
Cobanoglu, …
- In:
The journal of consumer marketing
34
(
2017
)
7
,
pp. 577-590
Persistent link: https://www.econbiz.de/10011808311
Saved in:
3
Traveler anxiety and enjoyment : the effect of airport environment on traveler's emotions
Bogicevic, Vanja
;
Yang, Wan
;
Cobanoglu, Cihan
; …
- In:
Journal of air transport management
57
(
2016
),
pp. 122-129
Persistent link: https://www.econbiz.de/10011610838
Saved in:
4
Feeling luxe : a topic modeling × emotion detection analysis of luxury hotel experiences
Wu, Luorong
;
Yang, Wan
;
Gao, Yixing
;
Ma, Shihan
- In:
Journal of hospitality & tourism research : JHTR ; the …
47
(
2023
)
8
,
pp. 1425-1452
Persistent link: https://www.econbiz.de/10014424449
Saved in:
5
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:
6
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:
7
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:
8
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:
9
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:
10
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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