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A grounded theory approach to...
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Service industry
Consumer behaviour
143
Konsumentenverhalten
136
Hotel industry
49
Service quality
49
Dienstleistungsqualität
48
Hotellerie
48
Customer satisfaction
47
Beziehungsmarketing
46
Relationship marketing
46
Kundenzufriedenheit
42
Corporate social responsibility
30
Hospitality industry
30
USA
30
United States
30
Gastgewerbe
29
Gastronomie
28
Restaurant industry
28
Corporate Social Responsibility
26
Beschwerdemanagement
25
Complaint management
25
Emotion
24
Theorie
22
Theory
22
Experiment
21
Preismanagement
15
Pricing strategy
15
Advertising effects
13
Werbewirkung
13
Dienstleistungssektor
12
Environmental economics
11
Familie-Beruf
11
Gender
11
Umweltökonomik
11
Work-life balance
11
Arbeitsmobilität
10
CSR
10
Customer service
10
Hospital
10
Krankenhaus
10
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2
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English
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
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Wang, Chen-ya
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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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1
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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