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~subject:"Service industry"
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The impact of service failures...
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Service industry
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
Emotion
19
Hospitality industry
19
Gastgewerbe
18
Advertising effects
13
Preismanagement
13
Pricing strategy
13
Werbewirkung
13
Dienstleistungssektor
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
7
Eating habit
7
Ernährungsverhalten
7
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2
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12
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Mattila, Anna S.
12
Choi, Sungwoo
2
Fan, Alei
2
Pinto, Diego Costa
2
Wu, Luorong
2
Bolton, Lisa E.
1
El Fassi, Yasmina
1
Gao, Lisa Yixing
1
Gauri, Dinesh Kumar
1
Golmohammadi, Alireza
1
Gonçalves, Ana Rita
1
Herter, Márcia Maurer
1
Hildebrand, Diego
1
Imanbay, Anel
1
Liu, Qing
1
Miao, Li
1
Shoemaker, Stowe
1
Shuqair, Saleh
1
Vorobeva, Darina
1
Wang, Chen-ya
1
Wang, Peihao
1
Zhang, Lu
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Journal of service research
2
The journal of services marketing
2
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Handbook of pricing research in marketing
1
International journal of hospitality management
1
Journal of business research : JBR
1
Journal of hospitality marketing & management
1
Managing service quality : MSQ ; an international journal
1
The Cornell hospitality quarterly
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ECONIS (ZBW)
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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
Saved in:
2
AI (vs. human) recommendation on luxury services
Gonçalves, Ana Rita
;
Pinto, Diego Costa
;
Shuqair, Saleh
; …
- In:
Bringing the Soul Back to Marketing : Proceedings of …
,
(pp. 121-131)
.
2024
Persistent link: https://www.econbiz.de/10014501115
Saved in:
3
A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters
Wang, Chen-ya
;
Mattila, Anna S.
- In:
Managing service quality : MSQ ; an international journal
20
(
2010
)
4
,
pp. 328-342
Persistent link: https://www.econbiz.de/10008655294
Saved in:
4
Pricing in services
Shoemaker, Stowe
;
Mattila, Anna S.
- In:
Handbook of pricing research in marketing
,
(pp. 535-556)
.
2009
Persistent link: https://www.econbiz.de/10003819777
Saved in:
5
An examination of corporate social responsibility and processing fluency in a service context
Zhang, Lu
;
Mattila, Anna S.
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 103-111
Persistent link: https://www.econbiz.de/10011343390
Saved in:
6
Touch versus tech in service encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
7
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
8
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://www.econbiz.de/10012256133
Saved in:
9
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
10
Negative online reviews and consumers' service consumption
Golmohammadi, Alireza
;
Mattila, Anna S.
;
Gauri, Dinesh Kumar
- In:
Journal of business research : JBR
116
(
2020
),
pp. 27-36
Persistent link: https://www.econbiz.de/10012257533
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