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~person:"Heckman, James J."
~person:"Massa, Massimo"
~person:"Mattila, Anna S."
~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Consumer behaviour
96
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96
Bildungsverhalten
89
Educational behaviour
89
Estimation
79
Schätzung
79
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75
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United States
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51
Returns to education
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36
Investmentfonds
36
Impact assessment
30
Wirkungsanalyse
30
Beziehungsmarketing
28
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28
Occupational qualification
25
Qualifikation
25
Service quality
25
Customer satisfaction
24
Kundenzufriedenheit
24
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19
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Heckman, James J.
Massa, Massimo
Mattila, Anna S.
Han, Heesup
37
Usman, Osly
23
Prentice, Catherine
17
Gong, Taeshik
15
McColl-Kennedy, Janet R.
15
Line, Nathaniel D.
14
Balaji, M. S.
13
Hanks, Lydia
12
Klaus, Philipp
12
Lynn, Michael
12
Prybutok, Victor R.
12
Qu, Hailin
12
Siciliani, Luigi
12
Bilgihan, Anil
11
Gursoy, Dogan
11
Hyun, Sunghyup Sean
11
Jang, Soocheong
11
Propper, Carol
11
Gustafsson, Anders
10
Miao, Li
10
Quach, Sara
10
Sharma, Piyush
10
Sreejesh, S.
10
Xu, Xun
10
Hollebeek, Linda D.
9
Park, Jungkun
9
Rivkin, Steven G.
9
Sparks, Beverley
9
Su, LuJun
9
Voorhees, Clay M.
9
Wong, IpKin Anthony
9
Ali, Faizan
8
Amin, Muslim
8
Gravelle, Hugh
8
Grewal, Dhruv
8
Hanushek, Eric Alan
8
Harun, Ahasan
8
Kain, John F.
8
Kim, Woo Gon
8
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International journal of hospitality management
4
Journal of business research : JBR
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
The journal of services marketing
3
International journal of contemporary hospitality management
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
International journal of retail & distribution management
1
Journal of retailing
1
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ECONIS (ZBW)
25
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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
Saved in:
7
Negative online reviews and consumers' service consumption
Golmohammadi, Alireza
;
Mattila, Anna S.
;
Gauri, Dinesh Kumar
- In:
Journal of business research : JBR
116
(
2020
),
pp. 27-36
Persistent link: https://www.econbiz.de/10012257533
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
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:
10
Service recovery, justice perception, and forgiveness : the "other customers" perspectives
Shin, Hyunju
;
Casidy, Riza
;
Mattila, Anna S.
- In:
Services marketing quarterly
39
(
2018
)
1
,
pp. 1-21
Persistent link: https://www.econbiz.de/10011804112
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