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~isPartOf:"International journal of hospitality management"
~person:"Mattila, Anna S."
~subject:"Dienstleistungsqualität"
~subject:"Hospitality industry"
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Dienstleistungsqualität
Hospitality industry
Consumer behaviour
12
Konsumentenverhalten
12
Beziehungsmarketing
9
Customer satisfaction
9
Kundenzufriedenheit
9
Relationship marketing
9
Service quality
7
Beschwerdemanagement
5
Complaint management
5
Corporate Social Responsibility
4
Corporate social responsibility
4
Customer service
4
Emotion
4
Gastronomie
4
Hotel industry
4
Hotellerie
4
Kundenservice
4
Restaurant industry
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Gastgewerbe
3
Kundenbindungsprogramm
3
Loyalty program
3
USA
3
United States
3
Dienstleistungsmanagement
2
Loyalty reward programs
2
Other customers
2
Service encounter
2
Service failure
2
Service management
2
Service recovery
2
Activism
1
Advertising
1
Advertising effects
1
Advertising spending
1
Ambient intimacy
1
Anthropomorphism
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Apfel
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Apple
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Mattila, Anna S.
Guchait, Priyanko
10
Jang, Soocheong
10
Qu, Hailin
7
Han, Heesup
6
Singal, Manisha
6
Wong, IpKin Anthony
6
Köseoglu, Mehmet Ali
5
Madera, Juan M.
5
Miao, Li
5
Prentice, Catherine
5
Torres, Edwin N.
5
Bai, Billy
4
Gursoy, Dogan
4
Lee, Seoki
4
Lu, Lu
4
So, Kevin Kam Fung
4
Dawson, Mary
3
DiPietro, Robin B.
3
Gao, Yixing
3
Kallmünzer, Andreas
3
Karatepe, Osman M.
3
Kim, Peter Beomcheol
3
Kim, Seongseop
3
King, Brian
3
King, Ceridwyn
3
Law, Chun Hung Roberts
3
Lee, Lindsey
3
Line, Nathaniel D.
3
Okumus, Fevzi
3
Peters, Mike
3
Sparks, Beverley
3
Wang, Xingyu
3
Wei, Wei
3
Wu, Luorong
3
Ali, Faizan
2
Bulchand-Gidumal, Jacques
2
Busser, James A.
2
Butcher, Ken
2
Cheng, Bao
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International journal of hospitality management
Journal of hospitality marketing & management
3
The journal of services marketing
3
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
2
Journal of service research
2
Services marketing quarterly
2
Handbook of hospitality marketing management
1
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of service management
1
The Cornell hospitality quarterly
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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
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
Improving service
management
in budget hotels
Peng, Jianping
;
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 139-148
Persistent link: https://www.econbiz.de/10011379970
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
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
6
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:
7
Other consumers in service encounters : a script theoretical perspective
Miao, Li
;
Mattila, Anna S.
;
Mount, Dan
- In:
International journal of hospitality management
30
(
2011
)
4
,
pp. 933-941
Persistent link: https://www.econbiz.de/10009242085
Saved in:
8
Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
33
(
2013
),
pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
Saved in:
9
A meta-analysis of behavioral intentions for environment-friendly initiatives in hospitality research
Gao, Yixing
;
Mattila, Anna S.
;
Lee, Seoki
- In:
International journal of hospitality management
54
(
2016
),
pp. 107-115
Persistent link: https://www.econbiz.de/10011474057
Saved in:
10
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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