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~isPartOf:"The journal of services marketing"
~language:"bul"
~language:"deu"
~language:"eng"
~language:"msa"
~person:"Mattila, Anna S."
~subject:"Consumer behaviour"
~subject:"Service quality"
~type_genre:"Article in journal"
~type_genre:"Aufsatzsammlung"
~type_genre:"Konferenzbeitrag"
~type_genre:"Textbook"
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Consumer behaviour
Service quality
Konsumentenverhalten
7
Beziehungsmarketing
6
Relationship marketing
6
Customer satisfaction
4
Kundenzufriedenheit
4
Beschwerdemanagement
3
Complaint management
3
Corporate Social Responsibility
3
Corporate social responsibility
3
Dienstleistungsqualität
3
CSR
2
Customer service
2
Kundenservice
2
Anthropomorphism
1
Comparison
1
Consumer behavior
1
Consumer envy
1
Cultural identity
1
Customer
1
Customer delight
1
Customer engagement
1
Customer expectation
1
Dienstleistungssektor
1
Ehrenamtliche Arbeit
1
Emotion
1
Emotions
1
Envy
1
Erwartungsbildung
1
Expectation
1
Expectation formation
1
Experiment
1
Experimental design
1
Explanations
1
Fundraising
1
Gender
1
Geschlecht
1
Gratitude expression
1
Kulturelle Identität
1
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7
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Article in journal
Aufsatzsammlung
Konferenzbeitrag
Textbook
Aufsatz in Zeitschrift
7
Language
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Bulgarian
German
English
Malay (macrolanguage)
Author
All
Mattila, Anna S.
Sharma, Piyush
11
Klaus, Philipp
6
Harris, Lloyd C.
5
O'Cass, Aron
5
Collier, Joel E.
4
Daunt, Kate L.
4
Hollebeek, Linda D.
4
Luk, Sherriff T. K.
4
McColl-Kennedy, Janet R.
4
Rosenbaum, Mark
4
Barnes, Donald C.
3
Beatty, Sharon E.
3
Carlson, Jamie
3
Holloway, Betsy Bugg
3
Jang, Soocheong
3
Kim, Namwoon
3
Neale, Larry
3
Palmer, Adrian
3
Poddar, Amit
3
Seger-Guttmann, Tali
3
Wong, IpKin Anthony
3
Zhan, Wu
3
Aksoy, Lerzan
2
Alkire, Linda
2
Ashill, Nicholas J.
2
Babakus, Emin
2
Bang, Nguyen
2
Baron, Steve
2
Basso, Kenny
2
Beatson, Amanda
2
Benoit, Sabine
2
Blodgett, Jeffrey
2
Bock, Dora Elizabeth
2
Brady, Michael K.
2
Bruce, Helen L.
2
Chan, Anthony
2
Chen, Ivy S. N.
2
Cheng, Zhao-Hong
2
Choi, Beom Joon
2
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Published in...
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The journal of services marketing
International journal of hospitality management
31
Journal of business research : JBR
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
7
Journal of hospitality marketing & management
6
Cornell hospitality quarterly : CQ
5
The Cornell hospitality quarterly
5
International journal of contemporary hospitality management
4
Journal of service management
4
Journal of travel and tourism marketing
4
Journal of retailing and consumer services
2
Journal of revenue and pricing management
2
Journal of service research
2
Journal of service research : JSR
2
Services marketing quarterly
2
European journal of marketing
1
International journal of retail & distribution management
1
International journal of revenue management : IJRM
1
Journal of business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing theory and practice
1
Journal of retailing
1
Marketing intelligence & planning
1
The journal of product & brand management
1
Tourism management : research, policies, practice
1
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ECONIS (ZBW)
7
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1
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7
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7
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date (oldest first)
1
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
2
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
3
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
Saved in:
4
Powerful or powerless customers : the influence of gratitude on engagement with CSR
Mattila, Anna S.
;
Wu, Luorong
;
Choi, Choongbeom
- In:
The journal of services marketing
30
(
2016
)
5
,
pp. 519-528
Persistent link: https://www.econbiz.de/10011615541
Saved in:
5
Corporate volunteering programs and conumer perceptions : a information processing perspective
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 572-578
Persistent link: https://www.econbiz.de/10010231168
Saved in:
6
Does a surprise strategy need words? : the effect of explanations for a surprise strategy on customer delight and expectations
Kim, Kyungmin
;
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
5
,
pp. 361-370
Persistent link: https://www.econbiz.de/10010127939
Saved in:
7
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
Saved in:
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