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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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Effects of message appeal and service type in CSR communication strategies
Andreu, Luisa; Casado-Díaz, Ana B.; Mattila, Anna S. - In: Journal of business research : JBR 68 (2015) 7, pp. 1488-1495
Persistent link: https://www.econbiz.de/10011297912
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Perceived fairness of price differences across channels : the moderating role of price frame and norm perceptions
Choi, Sunmee; Mattila, Anna S. - In: Journal of marketing theory and practice 17 (2009) 1, pp. 37-47
Persistent link: https://www.econbiz.de/10003793483
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Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation
Noone, Breffni M.; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 2, pp. 247-268
Persistent link: https://www.econbiz.de/10003978775
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Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen; Tambyah, Siok Kuan; Mattila, Anna S. - In: Journal of service management 21 (2010) 3, pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
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The impact of mood states and surprise cues on satisfaction
Kim, Kyungmin; Mattila, Anna S. - In: International journal of hospitality management 29 (2010) 3, pp. 432-436
Persistent link: https://www.econbiz.de/10003983146
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Time styles and waiting in crowded service environments
Mattila, Anna S.; Hanks, Lydia - In: Journal of travel and tourism marketing 29 (2012) 3/4, pp. 327-334
Persistent link: https://www.econbiz.de/10009571560
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Other consumers in service encounters : a script theoretical perspective
Miao, Li; Mattila, Anna S.; Mount, Dan - In: International journal of hospitality management 30 (2011) 4, pp. 933-941
Persistent link: https://www.econbiz.de/10009242085
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Silent voices : nonbehavioral reactions to service failures
Ro, Heejung; Mattila, Anna S. - In: Services marketing quarterly 36 (2015) 2, pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
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Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing; Mattila, Anna S. - In: International journal of hospitality management 49 (2015), pp. 1-7
Persistent link: https://www.econbiz.de/10011377600