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~subject:"Customer satisfaction"
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Search: person:"Anna S. Mattila"
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Subject
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Customer satisfaction
Consumer behaviour
98
Konsumentenverhalten
98
Dienstleistungsqualität
40
Service quality
40
Kundenzufriedenheit
38
Beziehungsmarketing
37
Relationship marketing
37
Beschwerdemanagement
24
Complaint management
24
Hotel industry
22
Hotellerie
22
Gastronomie
21
Restaurant industry
21
USA
21
United States
21
Corporate social responsibility
20
Corporate Social Responsibility
19
Emotion
17
Preismanagement
14
Pricing strategy
14
Experiment
13
Gastgewerbe
13
Hospitality industry
13
Customer service
11
Kundenservice
11
Advertising effects
8
Gender
8
Internet marketing
8
Online-Marketing
8
Viral marketing
8
Virales Marketing
8
Werbewirkung
8
CSR
7
Geschlecht
7
Kundenbindungsprogramm
7
Loyalty program
7
Advertising
6
Firm performance
6
Hospital
6
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Undetermined
17
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Article
38
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Article in journal
37
Aufsatz in Zeitschrift
37
Aufsatz im Buch
1
Book section
1
Language
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English
38
Author
All
Mattila, Anna S.
37
Wu, Luorong
5
Miao, Li
4
Hwang, Yoo Hee
3
Kim, Kyungmin
3
Wang, Chen-Ya
3
Bolton, Lisa E.
2
Cho, Wonae
2
Fan, Alei
2
Gao, Yixing
2
Hanks, Lydia
2
Liu, Qing
2
Ro, Heejung
2
Wang, Chen-ya
2
Zhao, Xinyuan
2
Aattila, Anna S.
1
Almanza, Barbara
1
Anaya, Gerardo Joel
1
Bartlett, Albert
1
Casidy, Riza
1
Choi, Choongbeom
1
Choi, Sungwoo
1
Fock, Henry
1
Grégoire, Yany
1
Han, Rachel
1
He, Zeya
1
Herter, Márcia Maurer
1
Huey Chern Boo
1
Jansen, Bernard J.
1
King, Ceridwyn
1
Ladeira, Wagner Junior
1
Li, Connie
1
Lin, Ingrid Y.
1
Noone, Breffni M.
1
Peng, Jianping
1
Perin, Marcelo Gattermann
1
Pinto, Diego Costa
1
Ro, Heejung Cheyenne
1
Santini, Fernando de Oliveira
1
Shin, Hyunju
1
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International journal of hospitality management
11
The journal of services marketing
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Cornell hospitality quarterly : CQ
2
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of business research : JBR
1
Journal of global marketing
1
Journal of retailing
1
Journal of service management
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
Services marketing quarterly
1
The Cornell hospitality quarterly
1
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ECONIS (ZBW)
38
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1
Retail crowding : meta-analysis of contextual and cultural moderators
Santini, Fernando de Oliveira
;
Ladeira, Wagner Junior
; …
- In:
Marketing intelligence & planning
40
(
2022
)
1
,
pp. 57-71
Persistent link: https://www.econbiz.de/10013172890
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
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
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
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:
7
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:
8
Spillover effects of status demotion on customer reactions to loyalty reward promotions : the role of need for status and exclusivity
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
58
(
2019
)
8
,
pp. 1302-1316
Persistent link: https://www.econbiz.de/10012150517
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 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:
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