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The role of tie strength on consumer dissatisfaction responses
Yang, Wan; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 2, pp. 399-404
Persistent link: https://www.econbiz.de/10009503304
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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
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The effect of regulatory focus and delay type on consumers' reactions to delay
Yang, Wan; Mattila, Anna S.; Hou, Yuansi - In: International journal of hospitality management 32 (2013), pp. 113-120
Persistent link: https://www.econbiz.de/10009717661
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Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
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An examination of electronic video clips in the context of hotel Websites
Kim, Sungsoo; Mattila, Anna S. - In: International journal of hospitality management 30 (2011) 3, pp. 612-618
Persistent link: https://www.econbiz.de/10009130569
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The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.; Mattila, Anna S. - In: International journal of hospitality management 94 (2021), pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
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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
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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
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"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
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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