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Anna S. Mattila
Anna S. Mattila
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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
17602001
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
11162005
The role of emotions in service encounters
AS Mattila, CA Enz
Journal of Service research 4 (4), 268-277, 2002
10162002
Consumer responses to compensation, speed of recovery and apology after a service failure
J Wirtz, AS Mattila
International Journal of service industry management, 2004
9512004
The role of affective factors on perceived cruise vacation value
T Duman, AS Mattila
Tourism management 26 (3), 311-323, 2005
8952005
The effectiveness of service recovery in a multi‐industry setting
AS Mattila
Journal of services marketing, 2001
7282001
Emotional bonding and restaurant loyalty
AS Mattila
Cornell Hotel and Restaurant Administration Quarterly 42 (6), 73-79, 2001
6472001
The role of culture in the service evaluation process
AS Mattila
Journal of service research 1 (3), 250-261, 1999
5951999
The impact of experiential consumption cognitions and emotions on behavioral intentions
JE Bigné, AS Mattila, L Andreu
Journal of Services Marketing, 2008
5922008
The role of store environmental stimulation and social factors on impulse purchasing
AS Mattila, J Wirtz
Journal of services marketing, 2008
5602008
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
5012003
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
4982000
The role of culture and purchase motivation in service encounter evaluations
AS Mattila
Journal of Services Marketing, 1999
4701999
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
4581999
Service recovery and fairness perceptions in collectivist and individualist contexts
AS Mattila, PG Patterson
Journal of service research 6 (4), 336-346, 2004
4312004
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
4282001
Restaurant servicescape, service encounter, and perceived congruency on customers' emotions and satisfaction
IY Lin, AS Mattila
Journal of hospitality marketing & management 19 (8), 819-841, 2010
3722010
The impact of service failures on customer loyalty: The moderating role of affective commitment
AS Mattila
International journal of service industry management, 2004
3702004
Effects of gender and expertise on consumers’ motivation to read online hotel reviews
EEK Kim, AS Mattila, S Baloglu
Cornell Hospitality Quarterly 52 (4), 399-406, 2011
3462011
How affective commitment boosts guest loyalty (and promotes frequent-guest programs)
AS Mattila
Cornell hotel and restaurant administration quarterly 47 (2), 174-181, 2006
3442006
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