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~language:"bos"
~language:"bul"
~language:"deu"
~language:"eng"
~language:"spa"
~person:"Mattila, Anna S."
~source:"econis"
~subject:"Complaint management"
~subject:"Werbewirkung"
~type_genre:"Amtsdruckschrift"
~type_genre:"Article in journal"
~type_genre:"Bibliografie"
~type_genre:"Bibliographie enthalten"
~type_genre:"Conference paper"
~type_genre:"Konferenzbeitrag"
~type_genre:"Ratgeber"
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Complaint management
Werbewirkung
Consumer behaviour
98
Konsumentenverhalten
98
Dienstleistungsqualität
38
Service quality
38
Beziehungsmarketing
37
Relationship marketing
37
Customer satisfaction
36
Kundenzufriedenheit
36
Beschwerdemanagement
24
Gastronomie
21
Restaurant industry
21
Corporate Social Responsibility
20
Corporate social responsibility
20
Hotel industry
20
Hotellerie
20
USA
18
United States
18
Emotion
16
Gastgewerbe
14
Hospitality industry
14
Experiment
13
Preismanagement
13
Pricing strategy
13
Customer service
10
Kundenservice
10
Advertising effects
8
Gender
8
Internet marketing
8
Online-Marketing
8
Viral marketing
8
Virales Marketing
8
CSR
7
Geschlecht
7
Kundenbindungsprogramm
7
Loyalty program
7
Advertising
6
Firm performance
6
Hospital
6
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Article
32
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Amtsdruckschrift
Article in journal
Bibliografie
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Conference paper
Konferenzbeitrag
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Aufsatz in Zeitschrift
32
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Bosnian
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Author
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Mattila, Anna S.
Gierl, Heribert
43
Pelsmacker, Patrick de
43
Dens, Nathalie
28
Eisend, Martin
28
Septianto, Felix
23
Taylor, Charles Raymond
23
Reijmersdal, Eva A. van
22
Jang, Soocheong
21
Yoon, Sukki
20
Bellman, Steven
19
Chang, Chingching
18
Yoon, Hye Jin
18
Dahlén, Micael
17
Hudders, Liselot
17
Stafford, Marla Royne
17
Grégoire, Yany
16
Matthes, Jörg
16
Romaniuk, Jenni
16
Torres, Ivonne M.
16
Phau, Ian
15
Rosengren, Sara
15
Roy, Subhadip
15
Rozendaal, Esther
15
Tucker, Catherine
15
Varan, Duane
15
Muehling, Darrel D.
14
Smit, Edith G.
14
Wilson, Rick T.
14
Choi, Yung Kyun
13
Ford, John B.
13
Pauwels, Koen
13
Sreejesh, S.
13
Wilbur, Kenneth C.
13
Wu, Linwan
13
Bakir, Aysen
12
Boerman, Sophie C.
12
Chan, Kara
12
Evans, Nathaniel J.
12
Gelbrich, Katja
12
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International journal of hospitality management
10
Journal of hospitality marketing & management
4
The journal of services marketing
3
Journal of business research : JBR
2
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
European journal of marketing
1
International journal of contemporary hospitality management
1
International journal of retail & distribution management
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
1
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ECONIS (ZBW)
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1
The effects of message framing in CSR advertising on consumers' emotions, attitudes, and behavioral intentions
Stadlthanner, Katja Anna
;
Andreu, Luisa
;
Ribeiro, …
- In:
Journal of hospitality marketing & management
31
(
2022
)
7
,
pp. 777-796
Persistent link: https://www.econbiz.de/10013357136
Saved in:
2
The impact of environmental messages on consumer responses to plant-based meat : does language style matter?
Ye, Tian
;
Mattila, Anna S.
- In:
International journal of hospitality management
107
(
2022
),
pp. 1-8
Persistent link: https://www.econbiz.de/10014227202
Saved in:
3
Using mindsets to boost health : how construal level and goal pursuit shape health message effectiveness on cessation behaviors
Herter, Márcia Maurer
;
Borges, Adilson
;
Pinto, Diego Costa
- In:
European journal of marketing
56
(
2022
)
12
,
pp. 3197-3226
Persistent link: https://www.econbiz.de/10013457425
Saved in:
4
The effect of ad appeals and message framing on consumer responses to plant-based menu items
Ye, Tian
;
Mattila, Anna S.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-9
Persistent link: https://www.econbiz.de/10012547725
Saved in:
5
Feelings of uncertainty and powerlessness from Covid-19 : implications for advertising appeals in the restaurant industry
Yang, Bi
;
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
International journal of hospitality management
97
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012820054
Saved in:
6
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:
7
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:
8
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:
9
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
10
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
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