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~person:"Mattila, Anna S."
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A Conceptual Study on Customer...
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Consumer behaviour
105
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98
Beziehungsmarketing
38
Relationship marketing
38
Customer satisfaction
33
Kundenzufriedenheit
31
Dienstleistungsqualität
29
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Beschwerdemanagement
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Complaint management
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Mattila, Anna S.
Jha, Raghbendra
259
Gaiha, Raghav
202
Berger, Allen N.
199
Sen, Kunal
199
Ongena, Steven
193
Duflo, Esther
192
Singh, Nirvikar
188
Ghosh, Saibal
179
Hasan, Iftekhar
163
Molyneux, Philip
156
Beck, Thorsten
154
Banerjee, Abhijit V.
143
Bruhn, Manfred
142
Weill, Laurent
142
Homburg, Christian
141
Azam, Mehtabul
133
Han, Heesup
133
Pande, Rohini
132
Huber, Frank
131
Bauer, Hans H.
128
Ravallion, Martin
127
Gulati, Ashok
126
Levine, Ross
125
Belk, Russell W.
122
Herrmann, Andreas
118
Bhalotra, Sonia R.
117
Prakash, Nishith
117
Asongu, Simplice
113
Patnaik, Ila
113
Demirgüç-Kunt, Asli
112
Ghani, Ejaz
111
Acharya, Viral V.
110
Goldar, Bishwanath
109
Agarwal, Sumit
107
Buch, Claudia M.
107
Hassan, M. Kabir
107
Sheth, Jagdish N.
106
Wiedmann, Klaus-Peter
106
Kamaiah, Bandi
104
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International journal of hospitality management
28
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 travel research : a quarterly publication of the Travel and Tourism Research Association
7
Cornell hospitality quarterly : CQ
6
Journal of Services Marketing
6
Journal of hospitality marketing & management
6
International journal of contemporary hospitality management
4
Journal of service management
4
The Cornell hospitality quarterly
4
Journal of retailing and consumer services
2
Journal of revenue and pricing management
2
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2
Journal of travel and tourism marketing
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Services marketing quarterly
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European journal of marketing
1
Handbook of hospitality marketing management
1
International journal of internet marketing and advertising : IJIMA
1
International journal of revenue management : IJRM
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Journal of Service Management
1
Journal of business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of marketing theory and practice
1
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Marketing intelligence & planning
1
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ECONIS (ZBW)
108
Other ZBW resources
7
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1
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:
2
Ethnic dining : need to belong, need to be unique, and menu offering
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
49
(
2015
),
pp. 1-7
Persistent link: https://www.econbiz.de/10011377600
Saved in:
3
How does social distance impact customers' complaint intentions? : a cross-cultural examination
Fan, Alei
;
Mattila, Anna S.
;
Zhao, Xinyuan
- In:
International journal of hospitality management
47
(
2015
),
pp. 25-34
Persistent link: https://www.econbiz.de/10011312551
Saved in:
4
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:
5
Antecedents to participation in corporate social responsibility programs
Mattila, Anna S.
;
Hanks, Lydia
- In:
Journal of service management
23
(
2012
)
5
,
pp. 664-676
Persistent link: https://www.econbiz.de/10009666544
Saved in:
6
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:
7
Corporate volunteering programs and conumer perceptions : a information processing perspective
Mattila, Anna S.
- In:
The journal of services marketing
27
(
2013
)
7
,
pp. 572-578
Persistent link: https://www.econbiz.de/10010231168
Saved in:
8
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:
9
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:
10
Do women like options more than men? : an examination in the context of service recovery
Mattila, Anna S.
- In:
The journal of services marketing
24
(
2010
)
7
,
pp. 499-508
Persistent link: https://www.econbiz.de/10008749977
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