Congruency of scent and music as a driver of in-store evaluations and behavior

by Wirtz, Jochen, Mattila, Anna
Published 2018

The role of pre-consumption affect in post-purchase evaluations of services - an experimental investigation

by Wirtz, Jochen, Mattila, Anna
Published 2018

Consumer responses to compensation, speed of recovery and apology after a service failure

by Wirtz, Jochen, Mattila, Anna S.
Published 2018

Consumer complaining to firms : the determinants of channel choice

by Wirtz, Jochen, Mattila, Anna S.
Published 2018

The roles objective and self-assessed knowledge in the consumer search process

by Wirtz, Jochen, Teo, Swee Cheok, Mattila, Anna S.
Published 2018

The effects of consumer expertise of evoked set size and service loyalty

by Wirtz, Jochen, Mattila, Anna S., Teo, Swee Cheok
Published 2018

The role of affective expectatons in influencing consumers' satistifaction evaluations and in-store behaviors

by Wirtz, Jochen, Mattila, Anna, Tan, Rachael L. P.
Published 2018

Target-arousal as a mediator of the impact of affect on service satisfaction

by Tan, Rachel Lu Pheng, Wirtz, Jochen, Mattila, Anna
Published 2018