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~subject:"Beschwerdemanagement"
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Search: person:"Anna S. Mattila"
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Beschwerdemanagement
Consumer behaviour
106
Konsumentenverhalten
99
Customer satisfaction
43
Service quality
41
Dienstleistungsqualität
40
Beziehungsmarketing
38
Kundenzufriedenheit
38
Relationship marketing
38
Corporate social responsibility
25
Complaint management
24
Hotel industry
22
Hotellerie
22
Corporate Social Responsibility
21
Gastronomie
21
Restaurant industry
21
USA
21
United States
21
Emotion
17
Hospitality industry
16
Gastgewerbe
15
Preismanagement
14
Pricing strategy
14
Experiment
13
Customer service
11
Gender
11
Kundenservice
11
CSR
9
Advertising effects
8
Internet marketing
8
Loyalty program
8
Online-Marketing
8
Viral marketing
8
Virales Marketing
8
Werbewirkung
8
Geschlecht
7
Hospital
7
Krankenhaus
7
Kundenbindungsprogramm
7
Power
7
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Article
24
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Article in journal
24
Aufsatz in Zeitschrift
24
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English
24
Author
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Mattila, Anna S.
24
Fan, Alei
3
Wu, Luorong
3
Bolton, Lisa E.
2
Hwang, Yoo Hee
2
Kim, Kyungmin
2
Ro, Heejung
2
Andreau, Luisa
1
Casidy, Riza
1
Cho, Wonae
1
Choi, Sungwoo
1
Choi, Sunmee
1
Fock, Henry
1
Gao, Yixing
1
Grégoire, Yany
1
Han, Rachel
1
Hanks, Lydia
1
Huey Chern Boo
1
Kim, Ellen E.
1
Lee, Chung Hun
1
Li, Connie
1
Luo, Anqi
1
Miao, Li
1
Ro, Heejung Cheyenne
1
Shin, Hyunju
1
Tambyah, Siok Kuan
1
Tan, Ching Yeng
1
Wang, Chen-ya
1
Wang, Chenya
1
Wirtz, Jochen
1
Yang, Wan
1
Zhao, Xinyuan
1
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International journal of hospitality management
5
Journal of hospitality marketing & management
3
The journal of services marketing
3
Journal of service management
2
Journal of service research
2
Services marketing quarterly
2
International journal of contemporary hospitality management
1
International journal of retail & distribution management
1
Journal of business research : JBR
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)
24
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1
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:
2
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:
3
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:
4
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:
5
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:
6
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:
7
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:
8
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
9
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
10
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
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