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Consumer behaviour
7
Konsumentenverhalten
7
Beziehungsmarketing
6
Relationship marketing
6
Customer satisfaction
4
Kundenzufriedenheit
4
Beschwerdemanagement
3
Complaint management
3
Corporate Social Responsibility
3
Corporate social responsibility
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Dienstleistungsqualität
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Service quality
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CSR
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Customer service
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Anthropomorphism
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Consumer behavior
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Consumer envy
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Mattila, Anna S.
24
Wirtz, Jochen
4
Andreu, Luisa
2
Bigné, J.Enrique
2
Wang, Chen-ya
2
Wu, Luorong
2
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Choi, Choongbeom
1
Cranage, David
1
Fan, Alei
1
Kim, Kyungmin
1
Kim, Min Gyung
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Liu, Qing
1
Miao, Li
1
Zhang, Lu
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The journal of services marketing
International journal of hospitality management
56
Journal of business research : JBR
14
International journal of service industry management : IJSIM
12
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
11
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
10
International journal of contemporary hospitality management
9
Cornell hospitality quarterly : CQ
8
Journal of service management
7
The Cornell hospitality quarterly
7
Journal of hospitality marketing & management
6
Journal of travel and tourism marketing
5
International Journal of Contemporary Hospitality Management
4
Managing service quality : MSQ ; an international journal
4
Tourism management : research, policies, practice
4
Journal of Business Research
3
Journal of Services Marketing
3
Journal of retailing
3
Journal of service research
3
International journal of internet marketing and advertising : IJIMA
2
International journal of retail & distribution management
2
Journal of Consumer Marketing
2
Journal of global marketing
2
Journal of international consumer marketing
2
Journal of marketing theory and practice
2
Journal of retailing and consumer services
2
Journal of revenue and pricing management
2
Journal of service research : JSR
2
Journal of the Academy of Marketing Science
2
Marketing intelligence & planning
2
Services marketing quarterly
2
The Cornell School of hotel administration handbook of applied hospitality strategy
2
The real estate finance journal
2
Tourism economics : the business and finance of tourism and recreation
2
Breaking new ground in theory and practice
1
Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
Design science in tourism : foundations of destination management
1
Electronic commerce research
1
European journal of marketing
1
Handbook of hospitality marketing management
1
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OLC EcoSci
14
ECONIS (ZBW)
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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
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:
3
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:
4
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:
5
An examination of corporate social responsibility and processing fluency in a service context
Zhang, Lu
;
Mattila, Anna S.
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 103-111
Persistent link: https://www.econbiz.de/10011343390
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
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:
8
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
9
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:
10
How to handle PR disasters? : an examination of the impact of communication response type and failure attributions on consumer perceptions
Mattila, Anna S.
- In:
The journal of services marketing
23
(
2009
)
4
,
pp. 211-218
Persistent link: https://www.econbiz.de/10009525752
Saved in:
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