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Arousal expectations and service evaluations
Mattila, Anna S.; Wirtz, Jochen - In: International journal of service industry management : IJSIM 17 (2006) 3-4, pp. 229-244
Persistent link: https://www.econbiz.de/10007287815
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The role of arousal congruency in influencing consumers' satisfaction evaluations and in-store behaviors
Wirtz, Jochen; Mattila, Anna S.; Tan, Rachel L.P. - In: International journal of service industry management : IJSIM 18 (2007) 1, pp. 6-24
Persistent link: https://www.econbiz.de/10007612576
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Arousal expectations and service evaluations
Mattila, Anna S.; Wirtz, Jochen - In: International journal of service industry management : IJSIM 17 (2006) 3, pp. 229-244
Persistent link: https://www.econbiz.de/10007265518
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Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, Jochen; Mattila, Anna S. - In: International journal of service industry management : IJSIM 15 (2004) 2, pp. 150-166
Persistent link: https://www.econbiz.de/10007101772
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The impact of service failures on customer loyalty: The moderating role of affective commitment
Mattila, Anna S. - In: International journal of service industry management : IJSIM 15 (2004) 2, pp. 134-149
Persistent link: https://www.econbiz.de/10007101773
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The impact of knowledge types on the consumer search process: An investigation in the context of credence services
Mattila, Anna S.; Wirtz, Jochen - In: International journal of service industry management : IJSIM 13 (2002) 3-4, pp. 214-230
Persistent link: https://www.econbiz.de/10007107101
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The impact of knowledge types on the consumer search process: An investigation in the context of credence services
Mattila, Anna S.; Wirtz, Jochen - In: International journal of service industry management : IJSIM 13 (2002) 3-4, pp. 214-230
Persistent link: https://www.econbiz.de/10007108257
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The impact of knowledge types on the consumer search process: An investigation in the context of credence services
Mattila, Anna S.; Wirtz, Jochen - In: International journal of service industry management : IJSIM 13 (2002) 3, pp. 214-230
Persistent link: https://www.econbiz.de/10007109142
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Number 4 - The impact of expected variance in performance on the satisfaction process
Wirtz, Jochen; Mattila, Anna S. - In: International journal of service industry management : IJSIM 12 (2001) 3-4, pp. 342-358
Persistent link: https://www.econbiz.de/10007112553
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The role of post-training self-efficacy in customers' use of self service technologies
Zhao, Xinyuan; Mattila, Anna S.; Tao, Li-Shan Eva - In: International journal of service industry management : IJSIM 19 (2008) 4, pp. 492-505
Persistent link: https://www.econbiz.de/10008089725