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~person:"Mattila, Anna S."
~type_genre:"Aufsatz in Zeitschrift"
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Consumer behaviour
56
Konsumentenverhalten
56
Beziehungsmarketing
36
Relationship marketing
36
Customer satisfaction
29
Dienstleistungsqualität
29
Kundenzufriedenheit
29
Service quality
29
Beschwerdemanagement
24
Complaint management
24
Corporate Social Responsibility
18
Corporate social responsibility
18
Gastronomie
15
Restaurant industry
15
Hotel industry
13
Hotellerie
13
USA
11
United States
11
Customer service
10
Kundenservice
10
Emotion
8
Kundenbindungsprogramm
7
Loyalty program
7
CSR
6
Experiment
6
Gastgewerbe
6
Hospitality industry
6
Selbstbedienung
5
Self-service
5
Brand management
4
Dienstleistungsmanagement
4
Firm performance
4
Lieferantenmanagement
4
Markenführung
4
Preismanagement
4
Pricing strategy
4
Service management
4
Social norm
4
Soziale Norm
4
Supplier relationship management
4
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Article
84
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Aufsatz in Zeitschrift
Article in journal
84
Aufsatz im Buch
3
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3
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English
84
Author
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Mattila, Anna S.
Cheng, T. C. E.
207
Vrontis, Demetris
154
Choi, Tsan-Ming
144
Gunasekaran, Angappa
140
Antony, Jiju
137
Wright, Mike
128
Kraus, Sascha
127
Svensson, Göran
122
Sarkis, Joseph
117
Govindan, Kannan
105
Kumar, Vikas
103
Wagner, Stephan M.
99
Han, Heesup
98
Kumar, V.
95
Tarba, Shlomo Yedidia
95
Chen, Jing
92
Fabozzi, Frank J.
92
Smith, Alan D.
91
Dolgui, Alexandre
89
Ivanov, Dmitry
89
Shankar, Ravi
89
Brem, Alexander
88
Budhwar, Pawan S.
87
Chiappetta Jabbour, Charbel José
87
Thurasamy Ramayah
87
Van Wassenhove, Luk N.
83
Luu Trong Tuan
81
Schiereck, Dirk
81
Melewar, T. C.
80
Zhao, Xiande
80
Clegg, Stewart
79
Tang, Christopher S.
79
Devadasan, S. R.
78
Liu, Yang
77
Glock, Christoph H.
76
Chan, Felix Tung Sun
74
Homburg, Christian
74
Min, Ho-key
74
Thrassou, Alkis
74
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International journal of hospitality management
23
The journal of services marketing
8
Journal of business research : JBR
7
Journal of hospitality marketing & management
6
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education
5
Cornell hospitality quarterly : CQ
4
International journal of contemporary hospitality management
3
Journal of service management
3
Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
3
The Cornell hospitality quarterly
3
Journal of service research
2
Services marketing quarterly
2
Tourism economics : the business and finance of tourism and recreation
2
International journal of internet marketing and advertising : IJIMA
1
International journal of retail & distribution management
1
Journal of business ethics : JOBE
1
Journal of financial services marketing : JFSM
1
Journal of global marketing
1
Journal of international consumer marketing
1
Journal of marketing channels : ... distribution systems, strategy, and management
1
Journal of marketing theory and practice
1
Journal of retailing
1
Journal of revenue and pricing management
1
Managing service quality : MSQ ; an international journal
1
The journal of product & brand management
1
Tourism management : research, policies, practice
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ECONIS (ZBW)
84
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1
The impact of environmental
management
on firm performance in the U.S. lodging REITs : the moderating role of outside board of directors
Yeon, Jihwan
;
Lee, Seoki
;
Jolly, Phillip M.
;
Mattila, …
- In:
Tourism economics : the business and finance of tourism …
29
(
2023
)
2
,
pp. 513-532
Persistent link: https://www.econbiz.de/10014246049
Saved in:
2
Does crowdsourcing necessarily lead to brand engagement? : the role of crowdsourcing cues and relationship norms on customer-brand relationships
Herter, Márcia Maurer
;
Shuqair, Saleh
;
Pinto, Diego Costa
- In:
The journal of product & brand management
32
(
2023
)
7
,
pp. 988-1004
Persistent link: https://www.econbiz.de/10014334390
Saved in:
3
Can customer relationships backfire? : how relationship norms shape moral obligation in cancelation behavior
Shuqair, Saleh
;
Pinto, Diego Costa
;
Cruz-Jesus, Frederico
; …
- In:
Journal of business research : JBR
151
(
2022
),
pp. 463-472
Persistent link: https://www.econbiz.de/10013459867
Saved in:
4
To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo
;
Mattila, Anna S.
;
Bolton, Lisa E.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
Saved in:
5
Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany
;
Mattila, Anna S.
- In:
Journal of service research
24
(
2021
)
3
,
pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
Saved in:
6
Visual design, message content, and benefit type : the case of a cause-related marketing campaign
Gao, Yixing
;
Wu, Luorong
;
Shin, Joongwon
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
44
(
2020
)
5
,
pp. 761-779
Persistent link: https://www.econbiz.de/10012230370
Saved in:
7
The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee
;
Mattila, Anna S.
- In:
Journal of hospitality & tourism research : JHTR ; the …
46
(
2022
)
2
,
pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
Saved in:
8
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
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
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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