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~isPartOf:"Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education"
~isPartOf:"Journal of service research"
~person:"Mattila, Anna S."
~subject:"Consumer behaviour"
~subject:"Holiday behaviour"
~subject:"Marketingmanagement"
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Consumer behaviour
Holiday behaviour
Marketingmanagement
Konsumentenverhalten
7
Beziehungsmarketing
5
Relationship marketing
5
Customer satisfaction
4
Dienstleistungsqualität
4
Kundenzufriedenheit
4
Service quality
4
Beschwerdemanagement
3
Complaint management
3
service recovery
2
Cause-Related Marketing
1
Cause-related marketing
1
Cognition
1
Customer service
1
Dienstleistungsmanagement
1
Gastgewerbe
1
Gastronomie
1
Hospitality industry
1
Kognition
1
Kundenbindungsprogramm
1
Kundenservice
1
Loyalty program
1
Marketing management
1
Restaurant industry
1
Robot
1
Roboter
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Service management
1
Viral marketing
1
Virales Marketing
1
anthropomorphism
1
cause-related marketing (CRM)
1
crisis
1
customer complaining
1
customer experience management
1
cuteness
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hospitality CRM
1
loyalty reward program
1
other customers
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7
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Mattila, Anna S.
Kim, Eojina
4
Line, Nathaniel D.
4
Tanford, Sarah
4
Tang, Liang
4
Chi, Christina Geng-Qing
3
Hanks, Lydia
3
King, Ceridwyn
3
Lemon, Katherine N.
3
Li, Mimi
3
Lu, Lu
3
Noone, Breffni M.
3
Raab, Carola
3
Agag, Gomaa
2
Back, Ki-joon
2
Bagozzi, Richard P.
2
Brady, Michael K.
2
Chen, Chien-Yu
2
Chi, Christina Geng-qing
2
Eid, Riyad
2
Gao, Yixing
2
Gursoy, Dogan
2
Huang, Ming-Hui
2
Hyun, Sunghyup Sean
2
Kaplanidou, Kyriaki
2
Kim, Woo Gon
2
Lee, Seonjeong
2
Liu, Matthew Tingchi
2
Mathe, Kimberly
2
McColl-Kennedy, Janet R.
2
Melero-Polo, Iguácel
2
Miao, Li
2
Oh, Haemoon
2
Ostrom, Amy L.
2
Pan, Li
2
Schwartz, Zvi
2
Sesé, F. Javier
2
So, Kevin Kam Fung
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Wong, IpKin Anthony
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Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
Journal of service research
International journal of hospitality management
13
The journal of services marketing
7
Journal of business research : JBR
5
Journal of hospitality marketing & management
5
Journal of service management
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
Cornell hospitality quarterly : CQ
2
International journal of contemporary hospitality management
2
Services marketing quarterly
2
The Cornell hospitality quarterly
2
Breaking new ground in theory and practice
1
Journal of business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of marketing theory and practice
1
Journal of retailing
1
Journal of revenue and pricing management
1
The journal of product & brand management
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ECONIS (ZBW)
7
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1
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:
2
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:
3
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
4
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
5
The impact of other customers on customer experiences : a psychological distance perspective
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
1
,
pp. 77-99
Persistent link: https://www.econbiz.de/10009772548
Saved in:
6
Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation
Noone, Breffni M.
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
34
(
2010
)
2
,
pp. 247-268
Persistent link: https://www.econbiz.de/10003978775
Saved in:
7
Discrete negative emotions and customer dissatisfaction responses in a casual restaurant setting
Mattila, Anna S.
;
Ro, Heejung
- In:
Journal of hospitality & tourism research : JHTR ; the …
32
(
2008
)
1
,
pp. 89-107
Persistent link: https://www.econbiz.de/10003661362
Saved in:
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