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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

Do women like options more than men? An examination in the context of service recovery

Mattila, Anna S. - In: Journal of Services Marketing 24 (2010) 7, pp. 499-508

Purpose – This paper aims to examine the benefits of letting customers choose among compensation methods following a service failure. The author is also interested in the role of gender in influencing satisfaction with the compensation method and post‐recovery emotions....

Persistent link: https://www.econbiz.de/10014905314

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

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

Feeling left out and losing control : the interactive effect of social exclusion and gender on brand attitude

Hwang, Yoo Hee; Mattila, Anna S. - In: International journal of hospitality management 77 (2019), pp. 303-310

Persistent link: https://www.econbiz.de/10011988558

Reference price and its asymmetric effects on price evaluations : the moderating role of gender

Choi, Choongbeom; Joe, Sung Jun; Mattila, Anna S. - In: Cornell hospitality quarterly : CQ 59 (2018) 2, pp. 189-194

Persistent link: https://www.econbiz.de/10011865508

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://www.econbiz.de/10011583559

When organic food choices shape subsequent food choices : the interplay of gender and health consciousness

Shin, Joongwon; Mattila, Anna S. - In: International journal of hospitality management 76 (2019) 1, pp. 94-101

Persistent link: https://www.econbiz.de/10011981836

Does gender bias exist? : the impact of gender congruity on consumer's Airbnb booking intention and the mediating role of trust

Su, Na; Mattila, Anna S. - In: International journal of hospitality management 89 (2020), pp. 1-7

Persistent link: https://www.econbiz.de/10012293819

The effect of power and gender on technology acceptance

Zhang, Lu; Nyheim, Peter; S. Mattila, Anna - In: Journal of Hospitality and Tourism Technology 5 (2014) 3, pp. 299-314

Purpose – This paper aims to examine the joint effect of power and gender on individuals’ perceptions and evaluations of information systems (IS), and their behavioral intentions of technology acceptance. Design/methodology/approach – This study uses a 2 (powerful vs powerless) × 2...

Persistent link: https://www.econbiz.de/10014874081