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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://ebvufind01.dmz1.zbw.eu/10011583559

Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?

Fan, Alei; Wu, Luorong; Mattila, Anna S. - In: The journal of services marketing 30 (2016) 7, pp. 713-723

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011590916

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://ebvufind01.dmz1.zbw.eu/10012256133

In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants

Wu, Luorong; He, Zeya; King, Ceridwyn; Mattila, Anna S. - In: International journal of hospitality management 92 (2021), pp. 1-10

Persistent link: https://ebvufind01.dmz1.zbw.eu/10012425246

The servicescape and its impact on consumer satisfaction : a meta-analysis

Wang, Peihao; Wu, Luorong; Gao, Lisa Yixing; Mattila, … - 2025

Persistent link: https://ebvufind01.dmz1.zbw.eu/10015373259

Mediating service experiences with online photos : the role of consumers' perceptions of the mediated servicescape

He, Zeya; Wu, Luorong; Li, Xiang - In: Journal of service management 34 (2023) 4, pp. 657-695

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014338199

Not all smiles are created equal : investigating the effects of display authenticity and service relationship on customer tipping behavior

Bujisic, Milos; Wu, Luorong; Mattila, Anna; Bilgihan, Anil - In: International journal of contemporary hospitality management 26 (2014) 2, pp. 293-306

Persistent link: https://ebvufind01.dmz1.zbw.eu/10010250181

Transformative hospitality services : a conceptualization and development of organizational dimensions

Gallan, Andrew S.; Kabadayi, Sertan; Ali, Faizan; … - In: Journal of business research : JBR 134 (2021), pp. 171-183

Persistent link: https://ebvufind01.dmz1.zbw.eu/10012643724

Platform-centric vs. multi-party service failure : an examination of consumers' negative word of mouth about sharing economy platforms

Wu, Luorong; Liu, Qing; Ma, Shihan; Hanks, Lydia - In: International journal of contemporary hospitality management 35 (2023) 4, pp. 1332-1375

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014280782

To display tip suggestion or not? : examining tip suggestion's impact in technology-facilitated preservice tipping encounters

Fan, Alei; Wu, Luorong; Liu, Yiran - In: Journal of hospitality & tourism research : JHTR ; the … 48 (2024) 1, pp. 32-57

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014633439