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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

The impact of other customers on customer experiences : a psychological distance perspective

Miao, Li; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 77-99

Persistent link: https://www.econbiz.de/10009772548

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

When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent...

Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290

Persistent link: https://www.econbiz.de/10012256133

The impact of other customers on customer experiences : a psychological distance perspective

Miao, Li; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 77-99

Persistent link: https://www.econbiz.de/10010159836

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. 933-942

Persistent link: https://www.econbiz.de/10009164449

Consumer envy during service encounters

Anaya, Gerardo Joel; Miao, Li; Mattila, Anna S.; … - In: Journal of Services Marketing 30 (2016) 3, pp. 359-372

Purpose This paper aims to explore consumer envy in the context of service encounters. Envy-elicited cognitive appraisals, emotions, interpersonal and organizational consequences were examined. Design/methodology/approach An online survey was used to collect 311 actual episodes of consumer envy....

Persistent link: https://www.econbiz.de/10014906001