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The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction
Mattila, Anna S.; Cho, Wonae; Ro, Heejung - In: Journal of travel and tourism marketing 26 (2009) 2, pp. 120-128
Persistent link: https://www.econbiz.de/10003863480
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International tourism behavior in turbulent times : introduction to the special issue
Martin, Drew; Sirakaya-Turk, Ercan; Cho, Wonae - In: Journal of business research : JBR 66 (2013) 6, pp. 689-691
Persistent link: https://www.econbiz.de/10009739981
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A commentary on cross-cultural research in hospitality & tourism inquiry (invited paper for ‘luminaries’ special issue of International Journal of Hospitality Management)
Mattila, Anna S. - In: International journal of hospitality management 76 (2019) 2, pp. 10-12
Persistent link: https://www.econbiz.de/10011982053
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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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How to handle PR disasters? : an examination of the impact of communication response type and failure attributions on consumer perceptions
Mattila, Anna S. - In: The journal of services marketing 23 (2009) 4, pp. 211-218
Persistent link: https://www.econbiz.de/10009525752
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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
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Wearable technology in service delivery processes : the gender-moderated technology objectification effect
Wu, Luorong; Fan, Alei; Mattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 1-7
Persistent link: https://www.econbiz.de/10011413934
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How does social capital influence the hospitality firm's financial performance? : the moderating role of entrepreneurial activities
Dai, Weiqi; Mao, Zhenxing; Zhao, Xinyuan; Mattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 42-55
Persistent link: https://www.econbiz.de/10011413942
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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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The impact of option popularity, social inclusion/exclusion, and self-affirmation on consumers’ propensity to choose green hotels
Gao, Yixing; Mattila, Anna S. - In: Journal of business ethics : JOBE 136 (2016) 3, pp. 575-585
Persistent link: https://www.econbiz.de/10011521808