//--> //--> //--> //-->
Toggle navigation
Logout
Change account settings
EN
DE
ES
FR
A-Z
Beta
About EconBiz
News
Thesaurus (STW)
Research Skills
Help
EN
DE
ES
FR
My account
Logout
Change account settings
Login
Publications
Events
Your search terms
Search
Retain my current filters
~person:"Mattila, Anna S."
Search options
All Fields
Title
Exact title
Subject
Author
Institution
ISBN/ISSN
Published in...
Publisher
Open Access only
Advanced
Search history
My EconBiz
Favorites
Loans
Reservations
Fines
You are here:
Home
Search: subject:"Service"
Narrow search
Delete all filters
| 1 applied filter
Year of publication
From:
To:
Subject
All
Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
31
Konsumentenverhalten
31
Customer satisfaction
26
Kundenzufriedenheit
26
Beschwerdemanagement
21
Complaint management
21
Beziehungsmarketing
19
Relationship marketing
19
Customer service
10
Kundenservice
10
Gastronomie
9
Restaurant industry
9
USA
8
United States
8
Selbstbedienung
6
Self-service
6
Dienstleistungssektor
5
Gastgewerbe
5
Hospitality industry
5
Service industry
5
Dienstleistungsmanagement
4
Hotel industry
4
Hotellerie
4
Service management
4
service recovery
4
Corporate Social Responsibility
3
Corporate social responsibility
3
Dienstleistung
3
Experiment
3
Gender
3
Geschlecht
3
Service failure
3
Service recovery
3
Services
3
service failure
3
Anthropomorphism
2
Consumer behavior
2
E-commerce
2
more ...
less ...
Online availability
All
Undetermined
23
Type of publication
All
Article
53
Type of publication (narrower categories)
All
Article in journal
51
Aufsatz in Zeitschrift
51
Aufsatz im Buch
2
Book section
2
Language
All
English
53
Author
All
Mattila, Anna S.
Mattoo, Aaditya
216
Bruhn, Manfred
197
Corsten, Hans
125
Hoekman, Bernard M.
114
Edvardsson, Bo
88
Eichengreen, Barry
78
Krcmar, Helmut
76
Siciliani, Luigi
76
Gössinger, Ralf
72
Crew, Michael A.
70
Francois, Joseph F.
70
Kaiser, Ulrich
70
Stauss, Bernd
69
Vargo, Stephen L.
68
Gallouj, Fai͏̈z
63
Hadwich, Karsten
61
Kleindorfer, Paul R.
61
Asongu, Simplice
59
Gebauer, Heiko
58
Jahn, Elke J.
57
Kowalkowski, Christian
56
Propper, Carol
55
Wirtz, Jochen
55
Lechner, Michael
54
Rubalcaba-Bermejo, Luis
51
Sauvé, Pierre
51
Grönroos, Christian
50
Meffert, Heribert
50
Straume, Odd Rune
50
Claessens, Stijn
49
Tarr, David G.
49
Thomas, Oliver
49
Borchert, Ingo
48
Jaag, Christian
48
Missale, Alessandro
48
Reichwald, Ralf
48
Shepherd, Ben
48
Han, Heesup
47
Ariu, Andrea
46
more ...
less ...
Published in...
All
International journal of hospitality management
13
The journal of services marketing
6
Journal of business research : JBR
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of hospitality marketing & management
4
Journal of travel and tourism marketing
3
International journal of contemporary hospitality management
2
Journal of service research
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
Handbook of pricing research in marketing
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
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
Managing service quality : MSQ ; an international journal
1
Marketing intelligence & planning
1
The Cornell hospitality quarterly
1
more ...
less ...
Source
All
ECONIS (ZBW)
53
Showing
1
-
10
of
53
Sort
relevance
articles prioritized
date (newest first)
date (oldest first)
1
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:
2
"How may I help you?" : says a robot : examining language styles in the
service
encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
3
Touch versus tech in
service
encounters
Fan, Alei
;
Mattila, Anna S.
- In:
The Cornell hospitality quarterly
62
(
2021
)
4
,
pp. 468-481
Persistent link: https://www.econbiz.de/10012624036
Saved in:
4
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:
5
Cross-category add-on bundling : impact of the consumption nature of bundled products on discount framing effectiveness
Song, Myungkeun
;
Noone, Breffni M.
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
62
(
2023
)
1
,
pp. 197-216
Persistent link: https://www.econbiz.de/10014245298
Saved in:
6
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:
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
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:
9
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:
10
Apple Pay : coolness and embarrassment in the
service
encounter
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
78
(
2019
),
pp. 268-275
Persistent link: https://www.econbiz.de/10012012758
Saved in:
1
2
3
4
5
6
Next
Last
Results per page
10
25
50
100
250
A service of the
zbw
×
Loading...
//-->