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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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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
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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
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A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong; Han, Rachel; Mattila, Anna S. - In: Journal of service management 27 (2016) 3, pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
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How does corporate social responsibility affect consumer response to service failure in buyer-seller relationships?
Bolton, Lisa E.; Mattila, Anna S. - In: Journal of retailing 91 (2015) 1, pp. 140-153
Persistent link: https://www.econbiz.de/10010500739
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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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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
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The impact of customer loyalty and restaurant sanitation grades on revisit intention and the importance of narrative information : the case of New York restaurant sanitation gradin...
Kim, Kyungmin; Yang, Hyunjoo; Mattila, Anna S. - In: Cornell hospitality quarterly : CQ 59 (2018) 3, pp. 275-284
Persistent link: https://www.econbiz.de/10011912819
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The impact of servicescape cues on consumer prepurchase authenticity assessment and patronage intentions to ethnic restaurants
Wang, Chen-Ya; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 39 (2015) 3, pp. 346-372
Persistent link: https://www.econbiz.de/10011313049
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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