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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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Hospitality employees' affective experience of shame, self-efficacy beliefs and job behaviors : the alleviating role of error tolerance
Wang, Xingyu; Guchait, Priyanko; Do The Khoa; … - In: International journal of hospitality management 102 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013185213
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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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Hospitality employee's mindfulness and its impact on creativity and customer satisfaction : the moderating role of organizational error tolerance
Wang, Xingyu; Wen, Xueqi; Paşamehmetoğlu, Ayşın; … - In: International journal of hospitality management 94 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012495026
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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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Anxiety and gratitude toward the organization : relationships with error management culture and service recovery performance
Wang, Xingyu; Guchait, Priyanko; Pasamehmetoglu, Aysin - In: International journal of hospitality management 89 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012293788