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~accessRights:"restricted"
~person:"Mattila, Anna S."
~person:"Miao, Li"
~person:"Welpe, Isabell M."
~person:"Zerbe, Wilfred J."
~subject:"Führungskräfte"
~subject:"Service quality"
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Führungskräfte
Service quality
Emotion
34
Consumer behaviour
15
Konsumentenverhalten
15
Customer satisfaction
5
Kundenzufriedenheit
5
Managers
5
Arbeitspsychologie
4
Beziehungsmarketing
4
Dienstleistungsqualität
4
Führungsstil
4
Leadership
4
Leadership style
4
Organizational behaviour
4
Relationship marketing
4
Verhalten in Organisationen
4
Beschwerdemanagement
3
Complaint management
3
Customer service
3
Emotions
3
Experiment
3
Kundenservice
3
Negative emotions
3
Organizational psychology
3
Personalführung
3
Pride
3
Advertising effects
2
Arbeitszufriedenheit
2
Cognition
2
Confidence
2
Corporate culture
2
Decision
2
Emotionales Verhalten
2
Entrepreneurship
2
Entrepreneurship approach
2
Entscheidung
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Experiences
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Gastgewerbe
2
Gastronomie
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English
9
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Mattila, Anna S.
Miao, Li
Welpe, Isabell M.
Zerbe, Wilfred J.
Brosi, Prisca
5
Guchait, Priyanko
4
Huan, Tzung-cheng
4
Prentice, Catherine
4
Spörrle, Matthias
4
Alnawas, Ibrahim
3
Bilgihan, Anil
3
Cai, Ruiying
3
Delcourt, Cécile
3
Grandey, Alicia
3
Han, Heesup
3
Jarboui, Anis
3
Kwan, Ho Kwong
3
Lee, Lindsey
3
Liu, Yan
3
Madera, Juan M.
3
Medler-Liraz, Hana
3
Park, Jungkun
3
Qu, Hailin
3
Shao, Bo
3
Souiden, Nizar
3
Svensson, Göran
3
Vinh Van Thai
3
Yeh, Shih-Shuo
3
Alamanos, Eleftherios
2
Alrawadieh, Zaid
2
Altinay, Levent
2
Amin, Muslim
2
Arici, Hasan Evrim
2
Arnold, Rolf
2
Back, Robin M.
2
Boman, Laura
2
Bufquin, Diego
2
Cervera-Taulet, Amparo
2
Chang, Kuo-Chien
2
Chi, Nai-Wen
2
Cobanoglu, Cihan
2
Dong, Yanan
2
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International journal of hospitality management
2
Journal of business and psychology
2
Journal of business ethics : JOBE
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of managerial psychology
1
The journal of services marketing
1
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ECONIS (ZBW)
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1
Discrete emotional responses and face-to-face complaining : the joint effect of service failure type and culture
Luo, Anqi
;
Mattila, Anna S.
- In:
International journal of hospitality management
90
(
2020
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012300168
Saved in:
2
Satisfied with the job, but not with the boss : leaders’ expressions of gratitude and pride differentially signal leader selfishness, resulting in differing levels of followers’ sa...
Ritzenhöfer, Lisa
;
Brosi, Prisca
;
Spörrle, Matthias
; …
- In:
Journal of business ethics : JOBE
158
(
2019
)
4
,
pp. 1185-1202
Persistent link: https://www.econbiz.de/10012061534
Saved in:
3
The effect of top management trustworthiness on turnover intentions via negative emotions : the moderating role of gender
Mölders, Sophie
;
Brosi, Prisca
;
Spörrle, Matthias
; …
- In:
Journal of business ethics : JOBE
156
(
2019
)
4
,
pp. 957-969
Persistent link: https://www.econbiz.de/10012029559
Saved in:
4
Sparking anger and anxiety : why intense leader anger displays trigger both more deviance and higher work effort in followers
Schwarzmüller, Tanja
;
Brosi, Prisca
;
Welpe, Isabell M.
- In:
Journal of business and psychology
33
(
2018
)
6
,
pp. 761-777
Persistent link: https://www.econbiz.de/10011954561
Saved in:
5
It's the base : why displaying anger instead of sadness might increase leaders’ perceived power but worsen their leadership outcomes
Schwarzmüller, Tanja
;
Brosi, Prisca
;
Spörrle, Matthias
; …
- In:
Journal of business and psychology
32
(
2017
)
6
,
pp. 691-709
Persistent link: https://www.econbiz.de/10011778110
Saved in:
6
Leader pride and gratitude differentially impact follower trust
Ritzenhöfer, Lisa
;
Brosi, Prisca
;
Spörrle, Matthias
; …
- In:
Journal of managerial psychology
32
(
2017
)
6
,
pp. 445-459
Persistent link: https://www.econbiz.de/10011799873
Saved in:
7
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
8
Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei
;
Miao, Li
- In:
Journal of hospitality & tourism research : JHTR ; the …
40
(
2016
)
6
,
pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
Saved in:
9
Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya
;
Miao, Li
;
Aattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
Saved in:
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