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~person:"Ali, Faizan"
~person:"Mattila, Anna S."
~subject:"Consumer behaviour"
~subject:"EFQM Excellence Model"
~subject:"Hospitality industry"
~type_genre:"Article in journal"
~type_genre:"Handbuch"
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Search: "Dienstleistungsqualität"
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Consumer behaviour
EFQM Excellence Model
Hospitality industry
Dienstleistungsqualität
50
Service quality
50
Konsumentenverhalten
32
Customer satisfaction
31
Kundenzufriedenheit
31
Beschwerdemanagement
20
Complaint management
20
Beziehungsmarketing
17
Relationship marketing
17
Gastronomie
9
Restaurant industry
9
Hotel industry
8
Hotellerie
8
Customer service
7
Kundenservice
7
Dienstleistungssektor
4
Emotion
4
Service failure
4
Service industry
4
Service recovery
4
service recovery
4
Dienstleistung
3
Dienstleistungsmanagement
3
Gastgewerbe
3
Satisfaction
3
Selbstbedienung
3
Self-service
3
Service management
3
Services
3
USA
3
United States
3
Viral marketing
3
Virales Marketing
3
resort hotels
3
service failure
3
Airline
2
Airport
2
Anthropomorphism
2
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Article
33
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Article in journal
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33
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English
33
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Ali, Faizan
Mattila, Anna S.
Han, Heesup
30
Prentice, Catherine
18
McColl-Kennedy, Janet R.
15
Line, Nathaniel D.
14
Balaji, M. S.
13
Gong, Taeshik
12
Klaus, Philipp
12
Prybutok, Victor R.
12
Bilgihan, Anil
11
Hanks, Lydia
11
Jang, Soocheong
11
Sparks, Beverley
11
Gursoy, Dogan
10
Gustafsson, Anders
10
Hyun, Sunghyup Sean
10
Miao, Li
10
Quach, Sara
10
Sreejesh, S.
10
Wong, IpKin Anthony
10
Qu, Hailin
9
Sharma, Piyush
9
Voorhees, Clay M.
9
Xu, Xun
9
Amin, Muslim
8
Harun, Ahasan
8
Hollebeek, Linda D.
8
Wu, Luorong
8
Ahn, Jiseon
7
Bujisic, Milos
7
Carlson, Jamie
7
Cobanoglu, Cihan
7
Hsu, Maxwell K.
7
Kim, Jinkyung Jenny
7
Kim, Woo Gon
7
Lee, Seonjeong
7
Lu, Lu
7
Park, Jungkun
7
Russell-Bennett, Rebekah
7
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International journal of hospitality management
8
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of hospitality marketing & management
3
The journal of services marketing
3
International journal of contemporary hospitality management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Journal for global business advancement : JGBA
1
Journal of retailing
1
Journal of service management
1
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
Young consumers : insight and ideas for responsible marketers
1
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ECONIS (ZBW)
33
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1
Would you forgive me? : from perceived justice and complaint handling to customer forgiveness and brand credibility-symmetrical and asymmetrical perspectives
Ali, Faizan
;
El-Manstrly, Dahlia
;
Ghazanfar Ali Abbasi
- In:
Journal of business research : JBR
166
(
2023
),
pp. 1-15
Persistent link: https://www.econbiz.de/10014368203
Saved in:
2
The Hijabi servers : customers' perception of employees' physical appearance in restaurants
Sonmez, Damla
;
Ali, Faizan
;
Wildes, Vivienne
; …
- In:
International journal of hospitality management
114
(
2023
),
pp. 1-11
Persistent link: https://www.econbiz.de/10014439972
Saved in:
3
Would you like to add a gratuity? : when explicit requests hamper tipping
Dyussembayeva, Shynar
;
Viglia, Giampaolo
;
Nieto-Garcia, …
- In:
Journal of business research : JBR
139
(
2022
),
pp. 908-917
Persistent link: https://www.econbiz.de/10013194295
Saved in:
4
Severe service failures and online vindictive word of mouth : the effect of coping strategies
El-Manstrly, Dahlia
;
Ali, Faizan
;
Line, Nathaniel D.
- In:
International journal of hospitality management
95
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012547720
Saved in:
5
The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.
;
Mattila, Anna S.
- In:
International journal of hospitality management
94
(
2021
),
pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
Saved in:
6
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:
7
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:
8
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:
9
Understanding the influence of airport servicescape on traveler dissatisfaction and misbehavior
Taheri, Babak
;
Olya, Hossein
;
Ali, Faizan
;
Gannon, …
- In:
Journal of travel research : a quarterly publication of …
59
(
2020
)
6
,
pp. 1008-1028
Persistent link: https://www.econbiz.de/10012231771
Saved in:
10
When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...
Fan, Alei
;
Wu, Luorong
;
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
3
,
pp. 269-290
Persistent link: https://www.econbiz.de/10012256133
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