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~person:"Disney, Richard"
~person:"Jenkins, Stephen"
~person:"Mattila, Anna S."
~type_genre:"Aufsatz in Zeitschrift"
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Großbritannien
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Customer satisfaction
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Aufsatz in Zeitschrift
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Disney, Richard
Jenkins, Stephen
Mattila, Anna S.
Machin, Stephen
89
Kumar, Satish
82
Wright, Mike
76
Han, Heesup
73
Blundell, Richard W.
66
Crafts, Nicholas
57
Taylor, Mark P.
56
Kraus, Sascha
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Mills, Terence C.
51
Bryson, Alex
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Gil-Alaña, Luis A.
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Girma, Sourafel
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Oswald, Andrew J.
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Paul, Justin
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36
Hall, Stephen G.
36
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Manning, Alan
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Peel, David
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Sloane, Peter J.
36
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Fiscal studies : the journal of the Institute for Fiscal Studies
18
International journal of hospitality management
13
Economica
10
The economic journal : the journal of the Royal Economic Society
10
The journal of services marketing
5
The review of income and wealth : journal of the International Association for Research in Income and Wealth
4
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3
National Institute economic review
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Oxford bulletin of economics and statistics
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Scottish journal of political economy : the journal of the Scottish Economic Society
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Cornell hospitality quarterly : CQ
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DIW-Wochenbericht : Wirtschaft, Politik, Wissenschaft
2
Economics letters
2
Empirical economics : a journal of the Institute for Advanced Studies, Vienna, Austria
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Journal of business research : JBR
2
Journal of hospitality marketing & management
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Journal of population economics
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Journal of public economics
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Journal of service research
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Journal of travel and tourism marketing
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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Labour economics : official journal of the European Association of Labour Economists
2
Oxford economic papers
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Oxford review of economic policy
2
BJIR : an international journal of employment relations
1
Canadian public policy : a journal for the discussion of social and economic policy in Canada
1
Economic inquiry : journal of the Western Economic Association International
1
ILR review : the journal of work and policy
1
Intereconomics : review of European economic policy
1
International journal of contemporary hospitality management
1
International journal of industrial organization
1
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
Journal of applied econometrics
1
Journal of economic psychology : research in economic psychology and behavioral economics
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Journal of global marketing
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Journal of health economics
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ECONIS (ZBW)
137
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1
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:
2
"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
Saved in:
3
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
4
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:
5
A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya
;
Mattila, Anna S.
- In:
The journal of services marketing
25
(
2011
)
6
,
pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
Saved in:
6
Examining the spillover effect of frontline employees' work-family conflict on their affective work attitudes and customer satisfaction
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
33
(
2013
),
pp. 310-315
Persistent link: https://www.econbiz.de/10009746354
Saved in:
7
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
Saved in:
8
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:
9
Apple Pay : coolness and embarrassment in the service encounter
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
78
(
2019
),
pp. 268-275
Persistent link: https://www.econbiz.de/10012012758
Saved in:
10
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
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