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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
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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
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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
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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
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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
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Perceived fairness of price differences across channels : the moderating role of price frame and norm perceptions
Choi, Sunmee; Mattila, Anna S. - In: Journal of marketing theory and practice 17 (2009) 1, pp. 37-47
Persistent link: https://www.econbiz.de/10003793483
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Consumer goals and the service encounter : evaluating goal importance and the moderating effect of goal progress on satisfaction formation
Noone, Breffni M.; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 34 (2010) 2, pp. 247-268
Persistent link: https://www.econbiz.de/10003978775
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Organizational learning from customer feedback received by service employees : a social capital perspective
Wirtz, Jochen; Tambyah, Siok Kuan; Mattila, Anna S. - In: Journal of service management 21 (2010) 3, pp. 363-387
Persistent link: https://www.econbiz.de/10003993797
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The impact of mood states and surprise cues on satisfaction
Kim, Kyungmin; Mattila, Anna S. - In: International journal of hospitality management 29 (2010) 3, pp. 432-436
Persistent link: https://www.econbiz.de/10003983146
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Time styles and waiting in crowded service environments
Mattila, Anna S.; Hanks, Lydia - In: Journal of travel and tourism marketing 29 (2012) 3/4, pp. 327-334
Persistent link: https://www.econbiz.de/10009571560