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~accessRights:"restricted"
~person:"Mattila, Anna S."
~person:"Phau, Ian"
~subject:"Kundenzufriedenheit"
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Kundenzufriedenheit
Consumer behaviour
101
Konsumentenverhalten
101
Beziehungsmarketing
22
Relationship marketing
22
Brand management
19
Markenführung
19
Dienstleistungsqualität
18
Service quality
18
Customer satisfaction
17
Luxury goods
16
Luxusgüter
16
Emotion
15
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14
Markenimage
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Gastronomie
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Restaurant industry
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Hotel industry
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Hotellerie
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Beschwerdemanagement
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Complaint management
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Viral marketing
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Virales Marketing
8
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Online-Marketing
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Preismanagement
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Pricing strategy
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Advertising effects
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Gender
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Geschlecht
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Kundenbindungsprogramm
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17
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Mattila, Anna S.
Phau, Ian
Han, Heesup
39
Prayag, Girish
12
Bilgihan, Anil
11
Prentice, Catherine
11
Ahn, Jiseon
10
Kim, Jinkyung Jenny
10
Liu, Chih-Hsing
10
Rather, Raouf Ahmad
10
Wong, IpKin Anthony
10
Wu, Luorong
10
Balaji, M. S.
9
Gustafsson, Anders
9
Loureiro, Sandra Maria Correia
9
Sreejesh, S.
9
Yu, Jongsik
9
Chua, Bee-Lia
8
Hyun, Sunghyup Sean
8
Khan, Imran
8
Klaus, Philipp
8
Park, Jungkun
8
Prashar, Sanjeev
8
Quach, Sara
8
Sparks, Beverley
8
Wei, Wei
8
Xu, Xun
8
Al-Ansi, Amr
7
Barnes, Donald C.
7
Cai, Ruiying
7
Gursoy, Dogan
7
Karjaluoto, Heikki
7
Lee, Sanghyeop
7
Molinillo, Sebastian
7
Paul, Justin
7
Seger-Guttmann, Tali
7
Shamim, Amjad
7
Ali, Faizan
6
Bang, Nguyen
6
Fatma, Mobin
6
Fernandes, Teresa
6
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Cornell hospitality quarterly : CQ
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
The journal of services marketing
2
Australasian marketing journal
1
International journal of hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of hospitality marketing & management
1
Journal of service management
1
Journal of service research : JSR
1
Journal of vacation marketing
1
Marketing intelligence & planning
1
Services marketing quarterly
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ECONIS (ZBW)
17
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1
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
Saved in:
2
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://www.econbiz.de/10012425246
Saved in:
3
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
4
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:
5
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
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:
6
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
Saved in:
7
Personality attributes of botanic parks and their effects on visitor attitude and behavioural intentions
Quintal, Vanessa Ann
;
Lwin, Michael
;
Phau, Ian
;
Lee, Sean
- In:
Journal of vacation marketing
25
(
2019
)
2
,
pp. 176-192
Persistent link: https://www.econbiz.de/10012165813
Saved in:
8
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
Saved in:
9
Wine tourist engagement with the winescape : scale development and validation
Thomas, Ben
;
Quintal, Vanessa Ann
;
Phau, Ian
- In:
Journal of hospitality & tourism research : JHTR ; the …
42
(
2018
)
5
,
pp. 793-828
Persistent link: https://www.econbiz.de/10011912763
Saved in:
10
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
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