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~person:"Mattila, Anna S."
~type_genre:"Article in journal"
~type_genre:"Dissertation u.a. Prüfungsschriften"
~type_genre:"Hochschulschrift"
~type_genre:"Textbook"
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Customer satisfaction
36
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Consumer behaviour
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Dienstleistungsqualität
24
Service quality
24
Beziehungsmarketing
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Mattila, Anna S.
Machin, Stephen
90
Kumar, Satish
82
Wright, Mike
76
Han, Heesup
74
Blundell, Richard W.
67
Crafts, Nicholas
57
Taylor, Mark P.
56
Kraus, Sascha
54
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51
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49
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49
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48
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47
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46
Svensson, Göran
46
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44
Gil-Alaña, Luis A.
43
Green, Francis
42
Law, Chun Hung Roberts
42
Propper, Carol
42
Brown, Sarah
41
Greenaway, David
41
Van Reenen, John
41
Chan, Kam C.
40
Lim, Weng Marc
40
Scott, Peter
40
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39
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39
Booth, Alison L.
38
Paul, Justin
38
Girma, Sourafel
37
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37
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37
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37
Sloane, Peter J.
37
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36
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36
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International journal of hospitality management
13
The journal of services marketing
5
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Cornell hospitality quarterly : CQ
2
Journal of business research : JBR
2
Journal of hospitality marketing & management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
International journal of contemporary hospitality management
1
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of retailing
1
Journal of service management
1
Journal of service research : JSR
1
Managing service quality : MSQ ; an international journal
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Marketing intelligence & planning
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Services marketing quarterly
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ECONIS (ZBW)
45
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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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