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~person:"Mattila, Anna S."
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Consumer behaviour
98
Konsumentenverhalten
98
Dienstleistungsqualität
39
Service quality
39
Beziehungsmarketing
38
Relationship marketing
38
Customer satisfaction
35
Kundenzufriedenheit
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Beschwerdemanagement
23
Complaint management
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Mattila, Anna S.
Bruhn, Manfred
213
Homburg, Christian
147
Han, Heesup
136
Bauer, Hans H.
134
Huber, Frank
133
Belk, Russell W.
117
Herrmann, Andreas
113
Wiedmann, Klaus-Peter
110
Sheth, Jagdish N.
102
Grunert, Klaus G.
100
Kumar, V.
95
Verhoef, Peter C.
89
Grewal, Dhruv
88
Phau, Ian
87
Lusk, Jayson L.
85
Gierl, Heribert
84
Usman, Osly
83
Dwivedi, Yogesh Kumar
78
Siciliani, Luigi
76
Khare, Arpita
75
Loureiro, Sandra Maria Correia
74
Bagozzi, Richard P.
73
Foxall, Gordon R.
73
Walsh, Gianfranco
73
Thaichon, Park
70
Hollebeek, Linda D.
68
Septianto, Felix
67
Nayga, Rodolfo M.
66
Paul, Justin
66
Stauss, Bernd
66
Jang, Soocheong
65
Spiller, Achim
65
Stavins, Joanna
65
Wansink, Brian
65
Agarwal, Sumit
64
Meffert, Heribert
61
Sharma, Piyush
61
Ko, Eunju
60
Laroche, Michel
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International journal of hospitality management
32
Journal of business research : JBR
9
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
8
The journal of services marketing
8
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
7
Cornell hospitality quarterly : CQ
6
Journal of hospitality marketing & management
6
The Cornell hospitality quarterly
5
International journal of contemporary hospitality management
4
Journal of service management
4
Journal of travel and tourism marketing
4
Journal of retailing and consumer services
2
Journal of revenue and pricing management
2
Journal of service research
2
Journal of service research : JSR
2
Services marketing quarterly
2
European journal of marketing
1
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 business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing theory and practice
1
Journal of retailing
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Marketing intelligence & planning
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ECONIS (ZBW)
117
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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
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:
3
Determinants of customer complaint behavior in a restaurant context : the role of culture, price level, and customer loyalty
Kim, Kyungmin
;
Lee, Chung Hun
;
Mattila, Anna S.
- In:
Journal of hospitality marketing & management
23
(
2014
)
7/8
,
pp. 885-906
Persistent link: https://www.econbiz.de/10010473452
Saved in:
4
Silent voices : nonbehavioral reactions to service failures
Ro, Heejung
;
Mattila, Anna S.
- In:
Services marketing quarterly
36
(
2015
)
2
,
pp. 95-111
Persistent link: https://www.econbiz.de/10011290006
Saved in:
5
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:
6
Circular vs. angular servicescape : "shaping" customer response to a fast service encounter pace
Liu, Qing
;
Bogicevic, Vanja
;
Mattila, Anna S.
- In:
Journal of business research : JBR
89
(
2018
),
pp. 47-56
Persistent link: https://www.econbiz.de/10011881579
Saved in:
7
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:
8
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:
9
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
Saved in:
10
The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
6
,
pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
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