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Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.; Wu, Luorong; Choi, Choongbeom - In: The journal of services marketing 30 (2016) 5, pp. 519-528
Persistent link: https://www.econbiz.de/10011615541
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Improving service management in budget hotels
Peng, Jianping; Zhao, Xinyuan; Mattila, Anna S. - In: International journal of hospitality management 49 (2015), pp. 139-148
Persistent link: https://www.econbiz.de/10011379970
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Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju; Casidy, Riza; Mattila, Anna S. - In: Services marketing quarterly 39 (2018) 1, pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation
Noone, Breffni M.; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 2, pp. 247-268
Persistent link: https://www.econbiz.de/10003978775
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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
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The effect of ad appeals and message framing on consumer responses to plant-based menu items
Ye, Tian; Mattila, Anna S. - In: International journal of hospitality management 95 (2021), pp. 1-9
Persistent link: https://www.econbiz.de/10012547725
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"Chef recommended" or "most popular"? : cultural differences in customer preference for recommendation labels
Yang, Bi; Mattila, Anna S. - In: International journal of hospitality management 86 (2020), pp. 1-5
Persistent link: https://www.econbiz.de/10012241525
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What recovery options to offer for loyalty reward program members : Dollars vs. Miles?
Hwang, Yoo Hee; Gao, Yixing; Mattila, Anna S. - In: International journal of hospitality management 87 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012241760
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Exploring employees' perceptions of costs and benefits of unionization in the hospitality industry
Jung, InHaeng Noah; Sharma, Amit; Mattila, Anna S. - In: International journal of hospitality management 87 (2020), pp. 1-4
Persistent link: https://www.econbiz.de/10012241953
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The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 7, pp. 848-868
Persistent link: https://www.econbiz.de/10012312156