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~accessRights:"restricted"
~person:"Mattila, Anna S."
~subject:"Customer satisfaction"
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Customer satisfaction
Consumer behaviour
64
Konsumentenverhalten
64
Beziehungsmarketing
16
Dienstleistungsqualität
16
Relationship marketing
16
Service quality
16
Kundenzufriedenheit
14
Gastronomie
10
Restaurant industry
10
Experiment
9
Beschwerdemanagement
8
Complaint management
8
Corporate Social Responsibility
8
Corporate social responsibility
8
Emotion
8
Hotel industry
8
Hotellerie
8
Viral marketing
7
Virales Marketing
7
Internet marketing
6
Online-Marketing
6
Preismanagement
6
Pricing strategy
6
Kundenbindungsprogramm
5
Loyalty program
5
Online retailing
5
Online-Handel
5
Advertising effects
4
Customer service
4
Experimental design
4
Gender
4
Geschlecht
4
Gesundheit
4
Health
4
Kundenservice
4
Werbewirkung
4
Brand management
3
CSR
3
Consumer behavior
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English
14
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Mattila, Anna S.
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
Wei, Wei
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
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
International journal of hospitality management
1
Journal of hospitality marketing & management
1
Journal of service management
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
Services marketing quarterly
1
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ECONIS (ZBW)
14
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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
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:
8
The effect of assortment pricing on choice and satisfaction : the moderating role of consumer characteristics
Choi, Choongbeom
;
Mattila, Anna S.
;
Upneja, Arun
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
1
,
pp. 6-14
Persistent link: https://www.econbiz.de/10011925100
Saved in:
9
Is it my luck or loyalty? : the role of culture on customer
preferences
for loyalty reward types
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
57
(
2018
)
6
,
pp. 769-778
Persistent link: https://www.econbiz.de/10011927138
Saved in:
10
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:
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