ANA M. DÍAZ-MARTÍN
Universidad Autonoma de Madrid
Professor, Business & Management
Spain
My co-authors include
Dr Hector David Menendez
ANNE SCHMITZ
Dr María J. Yagüe
Find me at
My Publications
Switching Barriers in Online Travel Agencies: The Impact on Positive Word of Mouth
Tourism Analysis
June 2019
Using Twitter to engage with customers: a data mining approach
Internet Research
June 2015
Hotel innovation and performance in times of crisis
International Journal of Contemporary Hospitality Management
November 2014
Market orientation in mid-range service, urban hotels: How to apply the MKTOR instrument
International Journal of Hospitality Management
October 2014
How to mine brand Tweets: Procedural guidelines and pretest
International Journal of Market Research
July 2014
Analysis of the role of complaint management in the context of relationship marketing
Journal of Marketing Management
December 2010
Influence of perceived risk on store brand proneness
International Journal of Retail & Distribution Management
October 2006
Relationship Marketing and Information and Communication Technologies: Analysis of Reta...
Journal of Travel Research
May 2007
Quality of past performance: Impact on consumers’ responses to service failure
Marketing Letters
June 2007
The Role of Commitment Perceived by the Consumer in Service Industries
Management Research The Journal of the Iberoamerican Academy of Management
July 2009
Perceived justice of service recovery strategies: Impact on customer satisfaction and q...
Psychology and Marketing
May 2010
Satisfaction with service recovery: Perceived justice and emotional responses
Journal of Business Research
August 2009
Antecedents of the difference in perceived risk between store brands and national brands
European Journal of Marketing
January 2006
The use of quality expectations to segment a service market
Journal of Services Marketing
April 2000
Training in retailing: a guide for improving the supply of courses
International Journal of Retail & Distribution Management
July 2000
Are Health e-Mavens the New Patient Influencers?
Frontiers in Psychology
April 2020
We analyze role of health e-mavens, which are a particular type of influencers that possesses expertise and online social influence and illustrate possible benefits of their impact on other to the...