Anna S. Mattila - Concepedia

Concepedia

Author

Anna S. Mattila

Pennsylvania State University

Also Known As

A MATTILA, Anna Mattila, Anna S. Mattila

25

Publications

1.5K

Citations

11

H-Index

58

Concepts

All Affiliations

Pennsylvania State University University of Nevada, Las Vegas Purdue University West Lafayette Florida State University

AS

About

Anna S. Mattila is an author at Pennsylvania State University specializing in management, customer satisfaction, and marketing.

Top Concepts

#	Concept	H-Index	Publications	Citations
1	Management	9	9	697
2	Business	6	6	449
3	Arts	1	1	823
4	Health Sciences	1	1	143
5	Social Sciences	1	1	81

Anna S. Mattila

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10

Publications

1.5K

Citations

10

H-Index

	Year	Citations
Is “service with a smile” enough? Authenticity of positive displays during service encounters Alicia A. Grandey, Glenda M. Fisk, Anna S. Mattila, Organizational Behavior and Human Decision Processes Customer ExperiencePerformance StudiesInterpersonal CommunicationService EncountersService Research	2004	823
Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context? Alei Fan, Luorong Wu, Anna S. Mattila Journal of Services Marketing Customer ExperienceCustomer SatisfactionBehavioral Decision MakingSst FacilitiesConsumer Research	2016	143
The power of explanations in mitigating the ill‐effects of service failures Anna S. Mattila Journal of Services Marketing Customer ExperienceCustomer SatisfactionBehavioral Decision MakingRetrospective ExcusesService Assurance	2006	115
Hotel Real Estate Investment Trusts' Risk Features and Beta Determinants Hyunjoon Kim, Zheng Gu, Anna S. Mattila Journal of Hospitality & Tourism Research Financial Risk ManagementReal Estate FinanceRisk ManagementManagementHotel Reit Stocks	2002	102
The Impact of Self-Service Technology and the Presence of Others on Cause-Related Marketing Programs in Restaurants Lydia Hanks, Nathan Line, Anna S. Mattila Journal of Hospitality Marketing & Management Customer SatisfactionCause-related Marketing ProgramsDigital MarketingSocial MarketingConsumer Research	2015	88
Others service experiences: emotions, perceived justice, and behavior Anna S. Mattila, Lydia Hanks, Chenya Wang European Journal of Marketing Customer ExperienceCustomer SatisfactionBehavioral Decision MakingSocial PsychologyConsumer Research	2014	81
Examining the spillover effect of frontline employees’ work–family conflict on their affective work attitudes and customer satisfaction Xinyuan Zhao, Anna S. Mattila International Journal of Hospitality Management Customer SatisfactionSpillover EffectWorkplace ConflictSociologyManagement	2012	66
Not all smiles are created equal Milos Bujisic, Luorong Wu, Anna S. Mattila, International Journal of Contemporary Hospitality Management Customer ExperienceCustomer SatisfactionAuthentic SmileConsumer ResearchCommunication	2013	46
Restaurant membership fee and customer choice: The effects of sunk cost and feelings of regret Dongsuk Jang, Anna S. Mattila, Billy Bai International Journal of Hospitality Management Customer SatisfactionRestaurant Membership FeeConsumer ChoiceBehavioral Decision MakingCustomer Choice	2006	32
Consumer envy during service encounters Gerardo Joel Anaya, Li Miao, Anna S. Mattila, Journal of Services Marketing Customer SatisfactionConsumer MotivationConsumer ResearchSocial InfluenceService Encounters	2016	24

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