Anna S. Mattila
Title
Cited by
Cited by
Year
Congruency of scent and music as a driver of in-store evaluations and behavior
AS Mattila, J Wirtz
Journal of retailing 77 (2), 273-289, 2001
13462001
Is “service with a smile” enough? Authenticity of positive displays during service encounters
AA Grandey, GM Fisk, AS Mattila, KJ Jansen, LA Sideman
Organizational Behavior and human decision processes 96 (1), 38-55, 2005
8612005
The role of emotions in service encounters
AS Mattila, CA Enz
Journal of Service research 4 (4), 268-277, 2002
7842002
Consumer responses to compensation, speed of recovery and apology after a service failure
J Wirtz, AS Mattila
International Journal of service industry management, 2004
7212004
The role of affective factors on perceived cruise vacation value
T Duman, AS Mattila
Tourism management 26 (3), 311-323, 2005
6982005
The effectiveness of service recovery in a multi‐industry setting
AS Mattila
Journal of Services Marketing, 2001
6062001
The role of culture in the service evaluation process
AS Mattila
Journal of service research 1 (3), 250-261, 1999
5261999
Emotional bonding and restaurant loyalty
AS Mattila
Cornell Hotel and Restaurant Administration Quarterly 42 (6), 73-79, 2001
5012001
The impact of experiential consumption cognitions and emotions on behavioral intentions
JE Bigné, AS Mattila, L Andreu
Journal of Services Marketing, 2008
4212008
The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences
J Wirtz, AS Mattila, RLP Tan
Journal of retailing 76 (3), 347-365, 2000
4142000
A re-examination of the generalizability of the Aaker brand personality measurement framework
JR Austin, JA Siguaw, AS Mattila
Journal of Strategic Marketing 11 (2), 77-92, 2003
4132003
The role of culture and purchase motivation in service encounter evaluations
AS Mattila
Journal of Services Marketing, 1999
4011999
The brand-personality scale: An application for restaurants
JA Siguaw, A Mattila, JR Austin
Cornell Hotel and Restaurant Administration Quarterly 40 (3), 48-55, 1999
3851999
The impact of relationship type on customer loyalty in a context of service failures
AS Mattila
Journal of service research 4 (2), 91-101, 2001
3732001
The role of store environmental stimulation and social factors on impulse purchasing
AS Mattila, J Wirtz
Journal of services marketing, 2008
3712008
Service recovery and fairness perceptions in collectivist and individualist contexts
AS Mattila, PG Patterson
Journal of service research 6 (4), 336-346, 2004
3482004
The impact of service failures on customer loyalty
AS Mattila
International journal of service industry management, 2004
2902004
How affective commitment boosts guest loyalty (and promotes frequent-guest programs)
AS Mattila
Cornell hotel and restaurant administration quarterly 47 (2), 174-181, 2006
2842006
How effective are loyalty reward programs in driving share of wallet?
J Wirtz, AS Mattila, M Oo Lwin
Journal of service Research 9 (4), 327-334, 2007
2782007
The impact of culture on consumers’ perceptions of service recovery efforts
AS Mattila, PG Patterson
Journal of retailing 80 (3), 196-206, 2004
2742004
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Articles 1–20