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The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Mattila, Anna S.; Cho, Wonae; Ro, Heejung - In: Journal of travel and tourism marketing 26 (2009) 2, pp. 120-128
Persistent link: https://www.econbiz.de/10003863480
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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
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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
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Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing; Mattila, Anna S. - In: International journal of hospitality management 49 (2015), pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
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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
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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
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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
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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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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
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A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439
Persistent link: https://www.econbiz.de/10009390049