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Dienstleistungsqualität
39
Service quality
39
Consumer behaviour
24
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24
Customer satisfaction
22
Kundenzufriedenheit
22
Beschwerdemanagement
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service recovery
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service failure
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Mattila, Anna S.
Brueckner, Jan K.
76
Siciliani, Luigi
76
Zhang, Anming
72
Propper, Carol
53
Bruhn, Manfred
52
Oum, Tae Hoon
52
Straume, Odd Rune
52
Button, Kenneth John
47
Han, Heesup
46
Hanushek, Eric Alan
45
Nijkamp, Peter
43
Rivkin, Steven G.
43
Fageda, Xavier
42
Prybutok, Victor R.
40
Forsyth, Peter
39
Pels, Eric
39
Rietveld, Piet
38
Brekke, Kurt R.
37
Hüschelrath, Kai
37
Sichelschmidt, Henning
36
Gravelle, Hugh
35
Bilotkach, Volodymyr
34
Prentice, Catherine
33
Gudmundsson, Sveinn Vidar
32
Gillen, David
31
Verhoef, Erik T.
31
McColl-Kennedy, Janet R.
29
Niemeier, Hans-Martin
29
Pathak, Parag A.
29
Shahin, Arash
29
Sickles, Robin C.
29
Hanushek, Eric A.
28
Staiger, Douglas
28
Wolf, Hartmut
28
Borenstein, Severin
27
Findlay, Christopher Charles
27
Rockoff, Jonah E.
27
Usman, Osly
27
Figlio, David N.
26
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International journal of hospitality management
10
Journal of business research : JBR
4
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
3
Journal of hospitality marketing & management
3
The journal of services marketing
3
International journal of contemporary hospitality management
2
Journal of service research
2
Journal of travel and tourism marketing
2
Services marketing quarterly
2
Cornell hospitality quarterly : CQ
1
Handbook of hospitality marketing management
1
International journal of retail & distribution management
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of retailing
1
Journal of service management
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
1
The Cornell hospitality quarterly
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ECONIS (ZBW)
40
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1
Existential guilt and preferential treatment : the case of an airline upgrade
Mattila, Anna S.
;
Hanks, Lydia
;
Zhang, Lu
- In:
Journal of travel research : a quarterly publication of …
52
(
2013
)
5
,
pp. 591-599
Persistent link: https://www.econbiz.de/10009791051
Saved in:
2
Consumer envy during service encounters
Anaya, Gerardo Joel
;
Miao, Li
;
Mattila, Anna S.
; …
- In:
The journal of services marketing
30
(
2016
)
3
,
pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
Saved in:
3
"How may I help you?" : says a robot : examining language styles in the service encounter
Choi, Sungwoo
;
Liu, Qing
;
Mattila, Anna S.
- In:
International journal of hospitality management
82
(
2019
),
pp. 32-38
Persistent link: https://www.econbiz.de/10012121389
Saved in:
4
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:
5
A double whammy effect of ethnicity and gender on consumer responses to management level service failures
Wu, Luorong
;
Han, Rachel
;
Mattila, Anna S.
- In:
Journal of service management
27
(
2016
)
3
,
pp. 339-359
Persistent link: https://www.econbiz.de/10011583559
Saved in:
6
Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?
Fan, Alei
;
Wu, Luorong
;
Mattila, Anna S.
- In:
The journal of services marketing
30
(
2016
)
7
,
pp. 713-723
Persistent link: https://www.econbiz.de/10011590916
Saved in:
7
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:
8
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:
9
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:
10
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
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