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Consumer behaviour
132
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120
Service quality
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Customer satisfaction
51
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48
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Mattila, Anna S.
269
Wirtz, Jochen
202
Hanks, Lydia
16
Kunz, Werner H.
16
Heracleous, Loizos
15
Gao, Yixing
14
Wu, Luorong
13
Andreu, Luisa
11
Ehret, Michael
11
Hwang, Yoo Hee
11
Liu, Qing
11
Paluch, Stefanie
11
Pinto, Diego Costa
11
Lovelock, Christopher H.
10
Yang, Wan
10
Zhang, Lu
10
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9
Fan, Alei
9
Noone, Breffni M.
9
Choi, Sungwoo
8
Choi, Sunmee
8
Shin, Joongwon
8
Miao, Li
7
Shuqair, Saleh
7
Zhao, Xinyuan
7
Anna S. Mattila
6
Ro, Heejung
6
S. Mattila, Anna
6
Xue, Xunyue
6
Chew, Patricia
5
Kim, Kyungmin
5
Kum, Doreen
5
Liu, Stephanie Q.
5
Luo, Anqi
5
Mariani, Marcello M.
5
O'Neill, John
5
Pitardi, Valentina
5
Ramaseshan, B.
5
So, Kevin Kam Fung
5
Tuzovic, Sven
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International journal of hospitality management
60
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Journal of Services Marketing
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21
Journal of Service Management
20
International journal of service industry management : IJSIM
19
Journal of service management
18
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
14
Winning in service markets series
13
International journal of contemporary hospitality management
10
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
10
International Journal of Contemporary Hospitality Management
9
Managing service quality : MSQ ; an international journal
9
Cornell hospitality quarterly : CQ
8
Journal of service research : JSR
8
Journal of the Academy of Marketing Science
7
The Cornell hospitality quarterly
7
Journal of hospitality marketing & management
6
Journal of service research
6
Tourism management : research, policies, practice
6
Asia Pacific journal of management : APJM ; a publication of the Faculty of Business Administration, National University of Singapore
5
Harvard-Business-Manager : das Wissen der Besten
5
Journal of travel and tourism marketing
5
Psychology & marketing
5
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4
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3
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3
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3
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3
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European journal of marketing
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Industrial marketing management : the international journal for industrial and high-tech firms
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International journal of internet marketing and advertising : IJIMA
2
International journal of retail & distribution management
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Journal of Asian business
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ECONIS (ZBW)
276
OLC EcoSci
94
Other ZBW resources
70
RePEc
11
BASE
8
USB Cologne (EcoSocSci)
4
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1
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
Saved in:
2
Arousal expectations and service evaluations
Mattila, Anna S.
;
Wirtz, Jochen
- In:
International journal of service industry management : IJSIM
17
(
2006
)
3-4
,
pp. 229-244
Persistent link: https://www.econbiz.de/10007287815
Saved in:
3
Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences
Noone, Breffni M.
;
Kimes, Sheryl E.
;
Mattila, Anna S.
; …
- In:
Journal of service management
20
(
2009
)
3/4
,
pp. 380-403
Persistent link: https://www.econbiz.de/10008374469
Saved in:
4
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. 363-388
Persistent link: https://www.econbiz.de/10008426062
Saved in:
5
The role of arousal congruency in influencing consumers' satisfaction evaluations and in-store behaviors
Wirtz, Jochen
;
Mattila, Anna S.
;
Tan, Rachel L.P.
- In:
International journal of service industry management : IJSIM
18
(
2007
)
1
,
pp. 6-24
Persistent link: https://www.econbiz.de/10007612576
Saved in:
6
Arousal expectations and service evaluations
Mattila, Anna S.
;
Wirtz, Jochen
- In:
International journal of service industry management : IJSIM
17
(
2006
)
3
,
pp. 229-244
Persistent link: https://www.econbiz.de/10007265518
Saved in:
7
Consumer complaining to firms: the determinants of channel choice
Mattila, Anna S.
;
Wirtz, Jochen
- In:
The journal of services marketing
18
(
2004
)
2-3
,
pp. 147-161
Persistent link: https://www.econbiz.de/10007101441
Saved in:
8
Consumer responses to compensation, speed of recovery and apology after a service failure
Wirtz, Jochen
;
Mattila, Anna S.
- In:
International journal of service industry management : IJSIM
15
(
2004
)
2
,
pp. 150-166
Persistent link: https://www.econbiz.de/10007101772
Saved in:
9
The effects of consumer expertise on evoked set size and service loyalty
Wirtz, Jochen
;
Mattila, Anna S.
- In:
The journal of services marketing
17
(
2003
)
6-7
,
pp. 649-665
Persistent link: https://www.econbiz.de/10007103664
Saved in:
10
The impact of knowledge types on the consumer search process: An investigation in the context of credence services
Mattila, Anna S.
;
Wirtz, Jochen
- In:
International journal of service industry management : IJSIM
13
(
2002
)
3-4
,
pp. 214-230
Persistent link: https://www.econbiz.de/10007107101
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