Narrow search
Showing 1 - 10 of 111
Cover Image
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 7, pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Cover Image
The impact of power on service customers’ willingness to post online reviews
Wu, Luorong; Mattila, Anna S.; Wang, Chen-Ya; Hanks, Lydia - In: Journal of service research : JSR 19 (2016) 2, pp. 224-238
Persistent link: https://www.econbiz.de/10011485452
Cover Image
Online reviews : the role of information load and peripheral factors
Zhang, Lu; Wu, Luorong; Mattila, Anna S. - In: Journal of travel research : a quarterly publication of … 55 (2016) 3, pp. 299-310
Persistent link: https://www.econbiz.de/10011450694
Cover Image
The impact of language style on consumers' reactions to online reviews
Wu, Luorong; Shen, Han; Fan, Alei; Mattila, Anna S. - In: Tourism management : research, policies, practice 59 (2017), pp. 590-596
Persistent link: https://www.econbiz.de/10011643275
Cover Image
The joint influence of the timing and framing of an online upselling message on consumer perceptions : the roles of construal level and reactance
Denizci Guillet, Basak; Mattila, Anna S.; Peng, Zixi; … - In: International journal of contemporary hospitality management 34 (2022) 7, pp. 2516-2534
Persistent link: https://www.econbiz.de/10013412655
Cover Image
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
Cover Image
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
Cover Image
The impact of gender and prepurchase mood on consumer guilt after a travel purchase
Hanks, Lydia; Mattila, Anna S. - In: Journal of travel research : a quarterly publication of … 53 (2014) 5, pp. 625-637
Persistent link: https://www.econbiz.de/10010400548
Cover Image
Investigating the impact of surprise rewards on consumer responses
Wu, Luorong; Mattila, Anna S.; Hanks, Lydia - In: International journal of hospitality management 50 (2015), pp. 27-35
Persistent link: https://www.econbiz.de/10011387907
Cover Image
The effect of ad appeals and message framing on consumer responses to plant-based menu items
Ye, Tian; Mattila, Anna S. - In: International journal of hospitality management 95 (2021), pp. 1-9
Persistent link: https://www.econbiz.de/10012547725