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~person:"Mattila, Anna S."
~subject:"Dienstleistungsqualität"
~subject:"Einzelhandel"
~subject:"Event-Marketing"
~subject:"Markenartikel"
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Dienstleistungsqualität
Einzelhandel
Event-Marketing
Markenartikel
Beziehungsmarketing
38
Relationship marketing
38
Consumer behaviour
33
Konsumentenverhalten
33
Customer satisfaction
21
Kundenzufriedenheit
21
Service quality
17
Beschwerdemanagement
12
Complaint management
12
Kundenbindungsprogramm
7
Loyalty program
7
Corporate Social Responsibility
6
Corporate social responsibility
6
Gastronomie
6
Restaurant industry
6
Customer service
4
Kundenservice
4
USA
4
United States
4
Viral marketing
4
Virales Marketing
4
Emotion
3
Fundraising
3
Lieferantenmanagement
3
Service recovery
3
Supplier relationship management
3
service recovery
3
Brand
2
Brand management
2
Cause-Related Marketing
2
Cause-related marketing
2
Consumer behavior
2
Cultural identity
2
Gender
2
Geschlecht
2
Hotel industry
2
Hotellerie
2
Internet marketing
2
Kulturelle Identität
2
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Undetermined
9
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Article
19
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Article in journal
18
Aufsatz in Zeitschrift
18
Aufsatz im Buch
1
Book section
1
Language
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English
19
Author
All
Mattila, Anna S.
Zanger, Cornelia
33
Bruhn, Manfred
30
Drengner, Jan
27
Han, Heesup
26
Gil Saura, Irene
24
Prentice, Catherine
22
Klaus, Philipp
20
Loureiro, Sandra Maria Correia
19
Khan, Imran
18
McColl-Kennedy, Janet R.
17
Nufer, Gerd
17
Wong, IpKin Anthony
16
Grewal, Dhruv
15
Gustafsson, Anders
15
Hollebeek, Linda D.
15
Rahman, Zillur
15
Bang, Nguyen
14
Bauer, Hans H.
14
Japutra, Arnold
14
Luppold, Stefan
14
Fetscherin, Marc
13
Quach, Sara
13
Sreejesh, S.
13
Bilgihan, Anil
12
Das, Gopal
12
Gong, Taeshik
12
Gursoy, Dogan
12
Jahn, Steffen
12
Johnson, Lester W.
12
Sarkar, Abhigyan
12
Schramm-Klein, Hanna
12
Usman, Osly
12
Balaji, M. S.
11
Carlson, Jamie
11
Fournier, Susan
11
Huber, Frank
11
Hyun, Sunghyup Sean
11
Kumar, V.
11
Scheinbaum, Angeline Close
11
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Published in...
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International journal of hospitality management
4
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of contemporary hospitality management
1
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
1
Journal of retailing
1
The journal of product & brand management
1
The journal of services marketing
1
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ECONIS (ZBW)
19
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1
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:
2
Does crowdsourcing necessarily lead to brand engagement? : the role of crowdsourcing cues and relationship norms on customer-brand relationships
Herter, Márcia Maurer
;
Shuqair, Saleh
;
Pinto, Diego Costa
- In:
The journal of product & brand management
32
(
2023
)
7
,
pp. 988-1004
Persistent link: https://www.econbiz.de/10014334390
Saved in:
3
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:
4
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:
5
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
Saved in:
6
Improving service management in budget hotels
Peng, Jianping
;
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 139-148
Persistent link: https://www.econbiz.de/10011379970
Saved in:
7
The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin
;
Yang, Hyunjoo
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
59
(
2018
)
3
,
pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
Saved in:
8
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
9
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
Saved in:
10
The impact of other customers on customer experiences : a psychological distance perspective
Miao, Li
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
37
(
2013
)
1
,
pp. 77-99
Persistent link: https://www.econbiz.de/10009772548
Saved in:
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