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Foundations of trust, interper...
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Beziehungsmarketing
38
Relationship marketing
38
Consumer behaviour
32
Konsumentenverhalten
32
Customer satisfaction
21
Kundenzufriedenheit
20
Dienstleistungsqualität
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Beschwerdemanagement
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Complaint management
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service recovery
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Hotel industry
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Hotellerie
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Mattila, Anna S.
Sabatini, Fabio
202
Zenou, Yves
135
Torgler, Benno
129
Fehr, Ernst
117
Bruhn, Manfred
115
Homburg, Christian
109
Guiso, Luigi
99
Güth, Werner
98
Yamamura, Eiji
86
Falk, Armin
84
Kumar, V.
80
Algan, Yann
73
Sutter, Matthias
73
Bjørnskov, Christian
70
Zingales, Luigi
70
Ockenfels, Axel
69
Sarracino, Francesco
69
Helliwell, John F.
68
Han, Heesup
67
Huber, Frank
65
Bauer, Hans H.
58
Cahuc, Pierre
57
Fischbacher, Urs
57
Sapienza, Paola
57
Durlauf, Steven N.
56
Verhoef, Peter C.
56
Giuliano, Paola
54
Gächter, Simon
54
Svensson, Göran
54
Herrmann, Andreas
53
Glaeser, Edward L.
52
Hollebeek, Linda D.
52
Patacchini, Eleonora
49
Antoci, Angelo
48
Piller, Frank T.
48
Berggren, Niclas
46
Palmatier, Robert W.
46
Georgarakos, Dimitris
45
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International journal of hospitality management
11
The journal of services marketing
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
4
Journal of business research : JBR
3
Journal of hospitality marketing & management
3
Cornell hospitality quarterly : CQ
2
Journal of service management
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Services marketing quarterly
2
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
Journal of Service Management
1
Journal of Services Marketing
1
Journal of financial services marketing : JFSM
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ECONIS (ZBW)
43
Other ZBW resources
2
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Can customer relationships backfire? : how relationship norms shape moral obligation in cancelation behavior
Shuqair, Saleh
;
Pinto, Diego Costa
;
Cruz-Jesus, Frederico
; …
- In:
Journal of business research : JBR
151
(
2022
),
pp. 463-472
Persistent link: https://www.econbiz.de/10013459867
Saved in:
2
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
Saved in:
3
How does social capital influence the hospitality firm's financial performance? : the moderating role of entrepreneurial activities
Dai, Weiqi
;
Mao, Zhenxing
;
Zhao, Xinyuan
;
Mattila, Anna S.
- In:
International journal of hospitality management
51
(
2015
),
pp. 42-55
Persistent link: https://www.econbiz.de/10011413942
Saved in:
4
An analysis of e-business adoption and its impact on relational quality in travel agency-supplier relationships
Andreu, Luisa
;
Aldás, Joaquín
;
Bigné Alcañiz, J. Enrique
- In:
Tourism management : research, policies, practice
31
(
2010
)
6
,
pp. 777-787
Persistent link: https://www.econbiz.de/10008649516
Saved in:
5
The impact of company type and corporate social responsibility messaging on consumer perceptions
Mattila, Anna S.
;
Hanks, Lydia
;
Kim, Ellen Eun Kyoo
- In:
Journal of financial services marketing : JFSM
15
(
2010/11
)
2
,
pp. 126-135
Persistent link: https://www.econbiz.de/10009563155
Saved in:
6
Does gender bias exist? : the impact of gender congruity on consumer's Airbnb booking intention and the mediating role of
trust
Su, Na
;
Mattila, Anna S.
- In:
International journal of hospitality management
89
(
2020
),
pp. 1-7
Persistent link: https://www.econbiz.de/10012293819
Saved in:
7
The relationship of sales and marketing expenses to hotel performance in the United States
O'Neill, John
;
Hanson, Bjorn
;
Mattila, Anna S.
- In:
Cornell hospitality quarterly : CQ
49
(
2008
)
4
,
pp. 355-363
Persistent link: https://www.econbiz.de/10003774190
Saved in:
8
Perceived controllability and service expectations : influences on customer reactions following service failure
Choi, Sunmee
;
Mattila, Anna S.
- In:
Journal of business research : JBR
61
(
2008
)
1
,
pp. 24-30
Persistent link: https://www.econbiz.de/10003595227
Saved in:
9
A branding model for web search engines
Zhang, Lu
;
Jansen, Bernard J.
;
Mattila, Anna S.
- In:
International journal of internet marketing and …
7
(
2012
)
3
,
pp. 195-216
Persistent link: https://www.econbiz.de/10009576341
Saved in:
10
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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