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~person:"Mattila, Anna S."
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Customer satisfaction, service...
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Consumer behaviour
48
Konsumentenverhalten
48
Dienstleistungsqualität
39
Service quality
39
Beziehungsmarketing
37
Customer satisfaction
37
Kundenzufriedenheit
37
Relationship marketing
37
Beschwerdemanagement
23
Complaint management
23
Gastronomie
11
Restaurant industry
11
Customer service
9
Hotel industry
9
Hotellerie
9
Kundenservice
9
Corporate Social Responsibility
7
Corporate social responsibility
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Emotion
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Kundenbindungsprogramm
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Loyalty program
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United States
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Gastgewerbe
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Hospitality industry
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Viral marketing
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Virales Marketing
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Selbstbedienung
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Self-service
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Social norm
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Soziale Norm
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service recovery
4
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CSR
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Dienstleistungsmanagement
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Dienstleistungssektor
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Fluggesellschaft
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Mattila, Anna S.
Bruhn, Manfred
155
Homburg, Christian
147
Han, Heesup
129
Kumar, V.
96
Bauer, Hans H.
78
Huber, Frank
78
Song, Haiyan
78
Nijkamp, Peter
76
Siciliani, Luigi
76
Law, Chun Hung Roberts
75
Brida, Juan Gabriel
73
Verhoef, Peter C.
67
Stauss, Bernd
62
Herrmann, Andreas
59
Smeral, Egon
59
Hall, Colin Michael
57
Mittal, Vikas
56
Tisdell, Clement A.
55
Propper, Carol
54
Wong, IpKin Anthony
54
Gil Saura, Irene
53
McAleer, Michael
52
Straume, Odd Rune
52
Svensson, Göran
52
Dwyer, Larry M.
51
Hollebeek, Linda D.
51
Asongu, Simplice
50
Li, Gang
50
Pechlaner, Harald
49
Piller, Frank T.
48
Krafft, Manfred
47
Buhalis, Dimitrios
46
Bieger, Thomas
45
Hammerschmidt, Maik
45
Hanushek, Eric Alan
45
Matzler, Kurt
45
Prentice, Catherine
45
Prybutok, Victor R.
45
Chang, Chia-Lin
44
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International journal of hospitality management
21
The journal of services marketing
8
Journal of business research : JBR
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
6
Cornell hospitality quarterly : CQ
4
Journal of hospitality marketing & management
4
International journal of contemporary hospitality management
2
Journal of service management
2
Journal of service research
2
Journal of travel and tourism marketing
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
International journal of retail & distribution management
1
International journal of revenue management : IJRM
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
The Cornell hospitality quarterly
1
The journal of product & brand management
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ECONIS (ZBW)
72
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1
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
Saved in:
2
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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
Restaurant servicescape, service encounter, and perceived congruency on customers' emotions and satisfaction
Lin, Ingrid Y.
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
19
(
2010
)
8
,
pp. 819-841
Persistent link: https://www.econbiz.de/10008749958
Saved in:
7
Customer satisfaction, service failure and service recovery
Mattila, Anna S.
;
Ro, Heejung
- In:
Handbook of hospitality marketing management
,
(pp. 296-323)
.
2008
Persistent link: https://www.econbiz.de/10003804371
Saved in:
8
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
Saved in:
9
Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender
Huey Chern Boo
;
Mattila, Anna S.
;
Tan, Ching Yeng
- In:
International journal of hospitality management
35
(
2013
),
pp. 180-192
Persistent link: https://www.econbiz.de/10010225814
Saved in:
10
In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong
;
He, Zeya
;
King, Ceridwyn
;
Mattila, Anna S.
- In:
International journal of hospitality management
92
(
2021
),
pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
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