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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

"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

The effectiveness of service recovery in a multi‐industry setting

Mattila, Anna S. - In: Journal of Services Marketing 15 (2001) 7, pp. 583-596

In today’s hyper‐competitive business environment, repeat customers are vital for success. Service failures, however … service type and magnitude of failure, moderate customer responses to service failures. Results from our experimental study … magnitudes of failure. Effective service recovery (e.g. apology combined with a tangible compensation) had a strong positive …

Persistent link: https://www.econbiz.de/10014904924

Embracing or fighting the urge : a multilevel investigation on casino service, branding and impulsive gambling

Prentice, Catherine; Wong, IpKin Anthony - In: International journal of hospitality management 56 (2016), pp. 109-118

Persistent link: https://www.econbiz.de/10011521730

Insights into Vodka consumer attitude and purchasing behaviors

Prentice, Catherine; Handsjuk, Nikolai - In: Journal of retailing and consumer services 32 (2016), pp. 7-14

Persistent link: https://www.econbiz.de/10011556583

Customer empowerment to co-create service designs and delivery : scale development and validation

Prentice, Catherine; Han, Xiao-Yun; Li, Yao-Qi - In: Services marketing quarterly 37 (2016) 1, pp. 36-51

Persistent link: https://www.econbiz.de/10011452140

The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context

Hwang, Yoo Hee; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 46 (2022) 2, pp. 243-266

Persistent link: https://www.econbiz.de/10012800229

The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Prentice, Catherine; Dominique-Ferreira, Sergio; … - In: Journal of retailing and consumer services 64 (2022), pp. 1-9

Persistent link: https://www.econbiz.de/10013209511

The influence of customer experience with automated games and social interaction on customer engagement and loyalty in casinos

Tuguinay, Jovanie A.; Prentice, Catherine; Moyle, Brent - In: Journal of retailing and consumer services 64 (2022), pp. 1-10

Persistent link: https://www.econbiz.de/10013209579

Powerful or powerless customers : the influence of gratitude on engagement with CSR

Mattila, Anna S.; Wu, Luorong; Choi, Choongbeom - In: The journal of services marketing 30 (2016) 5, pp. 519-528

Persistent link: https://www.econbiz.de/10011615541