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~person:"Mattila, Anna S."
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Consumer behaviour
105
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Customer satisfaction
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Mattila, Anna S.
Bruhn, Manfred
258
Homburg, Christian
183
Bauer, Hans H.
151
Huber, Frank
150
Han, Heesup
140
Herrmann, Andreas
125
Belk, Russell W.
118
Wiedmann, Klaus-Peter
115
Kumar, V.
109
Phau, Ian
106
Sheth, Jagdish N.
104
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103
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98
Grewal, Dhruv
95
Corsten, Hans
86
Gierl, Heribert
86
Lusk, Jayson L.
86
Stauss, Bernd
86
Khare, Arpita
85
Walsh, Gianfranco
85
Dwivedi, Yogesh Kumar
84
Edvardsson, Bo
84
Usman, Osly
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Foxall, Gordon R.
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Rajagopal
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Spiller, Achim
81
Loureiro, Sandra Maria Correia
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Laroche, Michel
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Mittal, Vikas
74
Grönroos, Christian
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Thaichon, Park
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Meffert, Heribert
72
Sharma, Piyush
72
Swoboda, Bernhard
72
Bagozzi, Richard P.
71
Piller, Frank T.
71
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70
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International journal of hospitality management
33
Journal of business research : JBR
10
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 Services Marketing
7
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
7
Cornell hospitality quarterly : CQ
6
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5
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Bringing the Soul Back to Marketing : Proceedings of the 2023 AMS World Marketing Congress, Canterbury, UK, July 11-14, 2023
1
European journal of marketing
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Handbook of hospitality marketing management
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International journal of internet marketing and advertising : IJIMA
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ECONIS (ZBW)
121
Other ZBW resources
10
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1
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
2
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:
3
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:
4
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:
5
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
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
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:
8
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:
9
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:
10
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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