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Consumer behaviour
39
Dienstleistungsqualität
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Service quality
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Customer satisfaction
24
Kundenzufriedenheit
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Mattila, Anna S.
Peitz, Martin
105
Kollmann, Tobias
94
Siciliani, Luigi
90
Heinemann, Gerrit
79
Straume, Odd Rune
75
Lambertini, Luca
72
Bruhn, Manfred
68
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64
Jin, Ginger Zhe
64
Wirtz, Bernd W.
61
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59
Usman, Osly
59
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58
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58
Janssen, Maarten C. W.
56
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55
Skiera, Bernd
55
Hackl, Franz
54
Spann, Martin
53
Cheng, T. C. E.
52
Waldfogel, Joel
52
Feenstra, Robert C.
51
Haucap, Justus
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Chen, Ying-Ju
50
Hanushek, Eric Alan
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Hinterhuber, Andreas
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Viaene, Jean-Marie
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Fritz, Wolfgang
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48
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48
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45
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45
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42
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International journal of hospitality management
12
Journal of business research : JBR
4
Journal of hospitality marketing & management
4
Cornell hospitality quarterly : CQ
3
International journal of contemporary hospitality management
3
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of travel and tourism marketing
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
The journal of services marketing
3
Journal of revenue and pricing management
2
Journal of service management
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Services marketing quarterly
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Tourism management : research, policies, practice
2
Handbook of hospitality marketing management
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Handbook of pricing research in marketing
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International journal of retail & distribution management
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International journal of revenue management : IJRM
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Journal of global marketing
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Journal of international consumer marketing
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The Cornell hospitality quarterly
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ECONIS (ZBW)
59
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1
The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.
;
Andreau, Luisa
;
Hanks, Lydia
;
Kim, …
- In:
International journal of retail & distribution management
41
(
2013
)
1
,
pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
Saved in:
2
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
Saved in:
3
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:
4
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
Saved in:
5
Online reviews : the role of information load and peripheral factors
Zhang, Lu
;
Wu, Luorong
;
Mattila, Anna S.
- In:
Journal of travel research : a quarterly publication of …
55
(
2016
)
3
,
pp. 299-310
Persistent link: https://www.econbiz.de/10011450694
Saved in:
6
The impact of language style on consumers' reactions to online reviews
Wu, Luorong
;
Shen, Han
;
Fan, Alei
;
Mattila, Anna S.
- In:
Tourism management : research, policies, practice
59
(
2017
),
pp. 590-596
Persistent link: https://www.econbiz.de/10011643275
Saved in:
7
The impact of customer compassion on face-to-face and online complaints
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
29
(
2020
)
7
,
pp. 848-868
Persistent link: https://www.econbiz.de/10012312156
Saved in:
8
The joint influence of the timing and framing of an online upselling message on consumer perceptions : the roles of construal level and reactance
Denizci Guillet, Basak
;
Mattila, Anna S.
;
Peng, Zixi
; …
- In:
International journal of contemporary hospitality management
34
(
2022
)
7
,
pp. 2516-2534
Persistent link: https://www.econbiz.de/10013412655
Saved in:
9
How anchoring and self-confidence level influence perceived saving on tensile price claim framing
Qiu, Landie
;
Cranage, David
;
Mattila, Anna S.
- In:
Journal of revenue and pricing management
15
(
2016
)
2
,
pp. 138-152
Persistent link: https://www.econbiz.de/10011477267
Saved in:
10
An examination of popular pricing and price framing techniques in the hospitality industry and directions for future research
Mattila, Anna S.
;
Gao, Yixing
- In:
International journal of revenue management : IJRM
9
(
2016
)
2/3
,
pp. 175-185
Persistent link: https://www.econbiz.de/10011610465
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