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The impact of cyberostracism on online complaint handling : is "automatic reply" any better than "no reply"?
Mattila, Anna S.; Andreau, Luisa; Hanks, Lydia; Kim, … - In: International journal of retail & distribution management 41 (2013) 1, pp. 45-60
Persistent link: https://www.econbiz.de/10009711832
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The attributes of a cruise ship that influence the decision making of cruisers and potential cruisers
Xie, Hui; Kerstetter, Deborah L.; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 1, pp. 152-159
Persistent link: https://www.econbiz.de/10009406143
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The impact of prevention versus promotion hope on CSR activities
Kim, Ellen Eun Kyoo; Kang, Juhee; Mattila, Anna S. - In: International journal of hospitality management 31 (2012) 1, pp. 43-51
Persistent link: https://www.econbiz.de/10009406153
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The effect of regulatory focus and delay type on consumers' reactions to delay
Yang, Wan; Mattila, Anna S.; Hou, Yuansi - In: International journal of hospitality management 32 (2013), pp. 113-120
Persistent link: https://www.econbiz.de/10009717661
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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
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Do affluent customers care when luxury brands go mass? : the role of product type and status seeking on luxury brand attitude
Yang, Wan; Mattila, Anna S. - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 526-543
Persistent link: https://www.econbiz.de/10010387392
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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
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The effects of promotion framing on consumers' price perceptions : the moderating role of a personal sense of power
Choi, Choongbeom; Mattila, Anna S. - In: Journal of service management 25 (2014) 1, pp. 149-160
Persistent link: https://www.econbiz.de/10010260073
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A grounded theory approach to developing a career change model in hospitality
McGinley, Sean; O'Neill, John; Damaske, Sarah; Mattila, … - In: International journal of hospitality management 38 (2014), pp. 89-98
Persistent link: https://www.econbiz.de/10010364567
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Territoriality revisited : other customer's perspective
Wu, Luorong; Mattila, Anna S.; Han, Juyeon - In: International journal of hospitality management 38 (2014), pp. 48-56
Persistent link: https://www.econbiz.de/10010364586