Liu, Stephanie Qing. "I want to help" versus "I am just mad": how affective commitment influences customer feedback decisions / Stephanie Qing Liu, Anna S. Mattila. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 2
Duman, Teoman. A logistic regression analysis of discount receiving behavior in the cruise industry: implications for cruise marketers / Teoman Duman, Anna S. Mattila. - 2003. // International journal of hospitality and tourism administration. Vol. 4 (2003), No. 4
Ro, Heejung. An affective image positioning of Las Vegas hotels / Heejung Ro, Suna Lee, Anna S. Mattila. - 2013. // Journal of quality assurance in hospitality & tourism. Vol. 14 (2013), No. 3-4
Mattila, Anna S.. An analysis of consumers' reactions to travel websites' discrimination by computer platform / Anna S. Mattila, Choongbeom Choi. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 2
Mattila, Anna S.. An analysis of means-end hierarchies in cross-cultural context: what motivates Asian and Western business travelers to stay at luxury hotels? / Anna S. Mattila. - 1999. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 6 (1999), No. 2
Wang, Chen-ya. An examination of explanation typology on perceived informational fairness in teh context of air travel / Chen-ya Wang, Anna S. Mattila, Albert Bartlett. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 8
Jang, Dongsuk. An examination of restaurant loyalty programs: what kinds of rewards do customers prefer? / Dongsuk Jang, Anna S. Mattila. - 2005. // International journal of contemporary hospitality management OTPIS 2019 - SVE. Vol. 17 (2005), No. 4-5
Kim, Min Gyung. Determinants of customer complaint behavior in a restaurant conntext: the role of culture, price level, and customer loyalty / Ming Gyung Kim, Chung Hun Lee, Anna S. Mattila. - 2014. // Journal of hospitality marketing & management. Vol. 23 (2014), No. 7-8
Kyoo Kim, Ellen Eun. Effects of gender and expertise on consumers' motivation to read online hotel reviews / Ellen Eun Kyoo Kim, Anna S. Mattila, Seyhmus Baloglu. - 2011. // The Cornell Hotel and restaurant administration quarterly. Vol. 52 (2011), No. 4
Mattila, Anna S.. Emotional bonding and restaurant loyalty / Anna S. Mattila. - 2001. // The Cornell Hotel and restaurant administration quarterly. Vol. 42 (2001), No. 6
Mattila, Anna S.. Existential guilt and preferential treatment: the case of an airline upgrade / Anna S. Mattila, Lydia Hanks, Lu Zhang. - 2013. // Journal of travel research. Vol. 52 (2013), No. 5
O'Neill, John W.. Hotel brand strategy / John W. O'Neill, Anna S. Mattila. - 2010. // The Cornell Hotel and restaurant administration quarterly. Vol. 51 (2010), No. 1
O'Neill, John W.. Hotel guest satisfaction and brand performance: the effect of franchising strategy / John W. O'Neill, Anna S. Mattila, Qu Xiao. - 2006. // Journal of quality assurance in hospitality & tourism. Vol. 7 (2006), No. 3
Mattila, Anna S.. How affective commitment boosts guest loyalty (and promotes frequent-guest programs) / Anna S. Mattila. - 2006. // The Cornell Hotel and restaurant administration quarterly. Vol. 47 (2006), No. 2
Choi, Sunmee. Impact of information on customer fairness perceptions of hotel revenue management / Sunmee Choi, Anna S. Mattila. - 2005. // The Cornell Hotel and restaurant administration quarterly. Vol. 46 (2005), No. 4
Information usefulness versus ease of use: which makes a destination website more persuasive? / Hui (Jimmy) Xie ... [et al.]. - 2012. // Tourism analysis : an interdisciplinary journal. Vol. 17 (2012), No. 1
Lin, Ingrid Y.. Restaurant servicescape, service encounter, and perceived congruency on customers' emotions and satisfaction / Ingrid Y. Lin, Anna S. Mattila. - 2010. // Journal of hospitality marketing & management. Vol. 19 (2010), No. 8
Cranage, David A.. Service recovery and pre-emptive strategies for service failure: bogh lead to customer satisfaction and loyalty, but for different reasons / David A. Cranage, Anna S. Mattila. - 2005. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 13 (2005), No. 3-4
Service research in the hospitality literature: insights from a systematic review / Jay Kandampully ... [et al.]. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 3
O'Neill, John W.. Strategic hotel development and positioning : the effects of revenue drivers on profitability / John W. O'Neill, Anna S. Mattila. - 2006. // The Cornell Hotel and restaurant administration quarterly. Vol. 47 (2006), No. 2
O'Neill, John W.. The debate regarding profitability: hotel unit and hotel brand revenue and profit relationships / John W. O'Neill, Anna S. Mattila. - 2006. // Journal of travel & tourism marketing OTPIS 2021. Vol. 21 (2006), No. 2
The effect of meal pace on customer satisfaction / Breffni M. Noone ... [et al.]. - 2007. // The Cornell Hotel and restaurant administration quarterly. Vol. 48 (2007), No. 3
Kwon, Eunjin. The effect of self-brand connection and self-construal on brand lovers' word of mouth (WOM) / Eunjin Kwon, Anna S. Mattila. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 4
Mattila, Anna S.. The impact of affective commitment and hotel type in influencing guests' share of wallet / Anna S. Mattila. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 15 (2006), No. 4
Hanks, Lydia. The impact of gender and perpurchase mood on consumer guilt after a travel purchase / Lydia Hanks, Anna S. Mattila. - 2014. // Journal of travel research. Vol. 53 (2014), No. 5
The impact of gender and religion on college students' spring break behavior / Anna S. Mattila ... [et al.]. - 2001. // Journal of travel research. Vol. 40 (2001/02), No. 2
Mattila, Anna S.. The impact of hotel pricing policies on perceived fairness and satisfaction with the reservation process / Anna S. Mattila, Sunmee Choi. - 2005. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 13 (2005), No. 1
Mattila, Anna S.. The impact of timeliness on complaint satisfaction in the context of call-centers / Anna S. Mattila, Daniel J. Mount. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 3
Zhao, Xinyuan (Roy). The investigation into the relationship between hospitality employees' work-family conflicts and their leisure intentionmpact of frontline employees' work-family conflict on customer satisfaction: the mediating role of exhaustion and emotional displays / Xinyuan (Roy) Zhao, Anna S. Mattila, Nei Na Ngan. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 4
Mattila, Anna S.. The joint effects of service failure mode, recovery effort, and gender on customers' post-recovery satisfaction / Anna S. Mattila, Wonae Cho, Heejung Ro. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
O'Neill, John W.. The relationship of sales and marketing expenses to hotel performance in the United States / John W. O'Neill, Bjorn Hanson, Anna S. Mattila. - 2008. // The Cornell Hotel and restaurant administration quarterly. Vol. 49 (2008), No. 4
Duman, Teoman. The role of affective factors on perceived cruise vacation value / Teoman Duman, Anna S. Mattila. - 2005. // Tourism management : research - policies - practice. Vol. 26 (2005), No. 3
Mattila, Anna S.. The role of call centers in mollifying disgruntled guests / Anna S. Mattila, Daniel J. Mount. - 2003. // The Cornell Hotel and restaurant administration quarterly. Vol. 44 (2003), No. 4
Mattila, Anna S.. Time styles and waiting in crowded service environments / Anna S. Mattila, Lydia Hanks. - 2012. // Journal of travel & tourism marketing OTPIS 2021. Vol. 29 (2012), No. 3-4
O'Neill, John W.. Towards the development of a lodging service recovery strategy / John W. O'Neill, Anna S. Mattila. - 2004. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 1
Početak
"I want to help" versus "I am just mad": how affective commitment influences customer feedback decisions ...