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~isPartOf:"International journal of hospitality management"
~isPartOf:"Marketing letters : a journal of research in marketing"
~person:"Choi, Chang Hwan"
~person:"Mattila, Anna S."
~subject:"Complaint management"
~subject:"Hotel industry"
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Complaint management
Hotel industry
Beschwerdemanagement
6
Beziehungsmarketing
4
Dienstleistungsqualität
4
Relationship marketing
4
Service quality
4
Consumer behaviour
3
Customer satisfaction
3
Konsumentenverhalten
3
Kundenzufriedenheit
3
Emotion
2
Service failure
2
Service recovery
2
Approach-avoidance
1
Concern for face
1
Conservation of resources theory
1
Construal level
1
Consumer complaint behavior
1
Cross-cultural study
1
Cultural identity
1
Culture
1
Customer orientation
1
Customer service
1
Customer-related social stressors
1
Deviant behavior
1
Deviant customer
1
Discrete negative emotions
1
Emotional exhaustion
1
Face-To-Face complaining
1
Gastronomie
1
Gender
1
Geschlecht
1
Kulturelle Identität
1
Kundenbindungsprogramm
1
Kundenservice
1
Loyalty program
1
Other customers
1
Perceived effort
1
Recovery compensation
1
Restaurant industry
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Choi, Chang Hwan
Mattila, Anna S.
Guchait, Priyanko
6
Jang, Soocheong
6
Huey Chern Boo
2
Jung, Jae Min
2
Kim, Hyunsu
2
Kim, Jong-hyeong
2
Lee, Lindsey
2
Luo, Anqi
2
MacQuilken, Lisa
2
Madera, Juan M.
2
Magnini, Vincent P.
2
Meng, Fang
2
Miao, Li
2
Min, Kyeong Sam
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Ro, Heejung
2
Roschk, Holger
2
Ryu, Kisang
2
So, Kevin Kam Fung
2
Sparks, Beverley
2
Sreejesh, S.
2
Taheri, Babak
2
Wang, Xingyu
2
Wei, Wei
2
Adler, Howard
1
Ali, Faizan
1
Andajigarmaroudi, Saeed
1
Arsenovic, Jasenko
1
Assaf, A. Georges
1
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1
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Butcher, Ken
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Béal, Mathieu
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Cai, Liping A.
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Chen, Kai
1
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International journal of hospitality management
Marketing letters : a journal of research in marketing
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 contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of international consumer marketing
1
Journal of retailing
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Service business
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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
Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Choi, Chang Hwan
;
Kim, Taegoo
;
Lee, Gyehee
;
Lee, Seung-kon
- In:
International journal of hospitality management
36
(
2014
),
pp. 272-285
Persistent link: https://www.econbiz.de/10010239278
Saved in:
5
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:
6
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:
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