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~isPartOf:"International journal of consumer studies"
~isPartOf:"International journal of hospitality management"
~isPartOf:"Service business"
~isPartOf:"The service industries journal"
~person:"Mattila, Anna S."
~subject:"Beziehungsmarketing"
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Beziehungsmarketing
Beschwerdemanagement
5
Complaint management
5
Dienstleistungsqualität
4
Service quality
4
Consumer behaviour
3
Customer satisfaction
3
Konsumentenverhalten
3
Kundenzufriedenheit
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Relationship marketing
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Service failure
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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
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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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Discrete negative emotions
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Emotion
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Face-To-Face complaining
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Gastronomie
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Gender
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Geschlecht
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Kulturelle Identität
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Kundenbindungsprogramm
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Kundenservice
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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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Service failure types
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Mattila, Anna S.
Jang, Soocheong
3
Cai, Ruiying
2
Choi, Chang Hwan
2
Huey Chern Boo
2
Kim, Taegoo
2
Lee, Gyehee
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Lin, Wen-bao
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Melero-Polo, Iguácel
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Sreejesh, S.
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Assaf, A. Georges
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Chen, Hsi-Tien
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Chen, Kai
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Chen, Li-Fei
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Chen, WeiWei
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Cheng, Simone
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Chi, Christina Geng-Qing
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Chih, Wen-Hai
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Choi, Beom Joon
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Choy, Yoon Leng
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Chuang, Shih-chieh
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Costers, Annelies
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Cvelbar, Ljubica Knežević
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Davoud Nikbin
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Donoghue, Suné
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Fan, Alei
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International journal of consumer studies
International journal of hospitality management
Service business
The service industries journal
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
The journal of services marketing
2
Journal of retailing
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ECONIS (ZBW)
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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
Saved in:
2
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:
3
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:
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