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~person:"Mattila, Anna S."
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Consumer behaviour
54
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54
Dienstleistungsqualität
39
Service quality
39
Beziehungsmarketing
37
Customer satisfaction
37
Kundenzufriedenheit
37
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service recovery
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Mattila, Anna S.
Maennig, Wolfgang
160
Bruhn, Manfred
155
Homburg, Christian
147
Han, Heesup
118
Kumar, V.
96
Matheson, Victor
90
Lang, Markus
85
Huber, Frank
80
Bauer, Hans H.
79
Brida, Juan Gabriel
79
Siciliani, Luigi
76
Budzinski, Oliver
74
Feddersen, Arne
72
Law, Chun Hung Roberts
67
Verhoef, Peter C.
67
Dietl, Helmut
64
Torgler, Benno
64
Stauss, Bernd
62
Karatepe, Osman M.
61
Gil Saura, Irene
59
Herrmann, Andreas
59
Franck, Egon
58
Mittal, Vikas
56
Nijkamp, Peter
56
Humphreys, Brad R.
55
Propper, Carol
53
Straume, Odd Rune
52
Hollebeek, Linda D.
51
Svensson, Göran
51
Jang, Soocheong
49
Krafft, Manfred
47
Piller, Frank T.
47
Schmidt, Sascha L.
46
Hammerschmidt, Maik
45
Hanushek, Eric Alan
45
Lechner, Michael
45
Matzler, Kurt
45
Prybutok, Victor R.
45
Wong, IpKin Anthony
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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
International journal of contemporary hospitality management
4
Journal of hospitality marketing & management
4
Journal of travel and tourism marketing
3
Journal of service management
2
Journal of service research
2
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
2
Services marketing quarterly
2
The Cornell hospitality quarterly
2
Tourism economics : the business and finance of tourism and recreation
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 business ethics : JOBE
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing channels : ... distribution systems, strategy, and management
1
Journal of marketing theory and practice
1
Journal of retailing
1
Journal of service research : JSR
1
Marketing intelligence & planning
1
The Cornell School of hotel administration handbook of applied hospitality strategy
1
The journal of product & brand management
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ECONIS (ZBW)
82
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1
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:
2
Why do we buy luxury experiences? : measuring value perceptions of luxury hospitality services
Yang, Wan
;
Mattila, Anna S.
- In:
International journal of contemporary hospitality management
28
(
2016
)
9
,
pp. 1848-1867
Persistent link: https://www.econbiz.de/10011624179
Saved in:
3
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:
4
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:
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
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:
7
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:
8
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:
9
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:
10
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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