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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of contemporary hospitality management"
~isPartOf:"International journal of hospitality management"
~person:"Mattila, Anna S."
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Beschwerdemanagement
6
Complaint management
6
Dienstleistungsqualität
5
Service quality
5
Consumer behaviour
4
Konsumentenverhalten
4
Beziehungsmarketing
3
Customer satisfaction
3
Kundenzufriedenheit
3
Relationship marketing
3
Service failure
2
Service recovery
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Approach-avoidance
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Concern for face
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Construal level
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Consumer complaint behavior
1
Cross-cultural study
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Cultural identity
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Culture
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Customer service
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Deviant behavior
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Deviant customer
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Dienstleistungsmanagement
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Discrete negative emotions
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Emotion
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Face-To-Face complaining
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Gastgewerbe
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Gastronomie
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Gender
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Geschlecht
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Hospitality industry
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Kulturelle Identität
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Kundenbindungsprogramm
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Kundenservice
1
Loyalty program
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Other customers
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Perceived effort
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Recovery compensation
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Restaurant industry
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Mattila, Anna S.
Jang, Soocheong
8
Guchait, Priyanko
7
Donoghue, Suné
3
Miao, Li
3
Sparks, Beverley
3
De Klerk, Helena M.
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Huey Chern Boo
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Kim, Heewon
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Kim, Hyunsu
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Meng, Fang
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Sreejesh, S.
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Taheri, Babak
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International journal of consumer studies
International journal of contemporary hospitality management
International journal of hospitality management
Journal of hospitality marketing & management
3
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
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Journal of international consumer marketing
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Journal of retailing
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ECONIS (ZBW)
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1
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
Saved in:
2
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:
3
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
4
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
5
The role of tie strength on consumer dissatisfaction responses
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of hospitality management
31
(
2012
)
2
,
pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
Saved in:
6
The relationship between consumer complaining behavior and service recovery : an integrative review
Kim, Kyungmin
;
Wang, Chenya
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
22
(
2010
)
7
,
pp. 975-991
Persistent link: https://www.econbiz.de/10008749350
Saved in:
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