Concepedia

Anna S. Mattila

AS

10

Publications

1.5K

Citations

10

H-Index

2002

Active since

Affiliations

Pennsylvania State University(Current)

University of Nevada, Las Vegas

Purdue University West Lafayette

Florida State University

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

Top concepts

ManagementMarketingCustomer SatisfactionConsumer BehaviorConsumer ResearchHospitality MarketingBusinessCommunicationHospitality ManagementBehavioral Decision Making

Publications per year

2002–2016

10

Publications

10

Is “service with a smile” enough? Authenticity of positive displays during service encounters

Alicia A. Grandey, Glenda M. Fisk, Anna S. Mattila et al. · Organizational Behavior and Human Decision Processes · 2004 · 823 citations

Customer Experience, Performance Studies, Interpersonal Communication +12

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

Alei Fan, Luorong Wu, Anna S. Mattila · Journal of Services Marketing · 2016 · 143 citations

Customer Experience, Customer Satisfaction, Behavioral Decision Making +21

The power of explanations in mitigating the ill‐effects of service failures

Anna S. Mattila · Journal of Services Marketing · 2006 · 115 citations

Customer Experience, Customer Satisfaction, Behavioral Decision Making +28

Hotel Real Estate Investment Trusts' Risk Features and Beta Determinants

Hyunjoon Kim, Zheng Gu, Anna S. Mattila · Journal of Hospitality & Tourism Research · 2002 · 102 citations

Financial Risk Management, Real Estate Finance, Risk Management +16

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 · 2015 · 88 citations

Customer Satisfaction, Cause-related Marketing Programs, Digital Marketing +16

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