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Dienstleistungsqualität
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Mattila, Anna S.
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International journal of hospitality management
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ECONIS (ZBW)
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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
Saved in:
2
Does
anthropomorphism
influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
3
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
4
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
5
Does
anthropomorphism
influence customers’ switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong (Laurie)
;
Mattila, Anna S.
- In:
Journal of Services Marketing
30
(
2016
)
7
,
pp. 713-723
reactions to SST failures vary depending on the degree of
anthropomorphism
associated with an SST machine, an individual’s sense …
Persistent link: https://www.econbiz.de/10014906269
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