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
14352001
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
9122005
The role of emotions in service encounters
AS Mattila, CA Enz
Journal of Service research 4 (4), 268-277, 2002
8252002
Consumer responses to compensation, speed of recovery and apology after a service failure
J Wirtz, AS Mattila
International Journal of service industry management, 2004
7602004
The role of affective factors on perceived cruise vacation value
T Duman, AS Mattila
Tourism management 26 (3), 311-323, 2005
7232005
The effectiveness of service recovery in a multi‐industry setting
AS Mattila
Journal of Services Marketing, 2001
6302001
The role of culture in the service evaluation process
AS Mattila
Journal of service research 1 (3), 250-261, 1999
5391999
Emotional bonding and restaurant loyalty
AS Mattila
Cornell Hotel and Restaurant Administration Quarterly 42 (6), 73-79, 2001
5142001
The impact of experiential consumption cognitions and emotions on behavioral intentions
JE Bigné, AS Mattila, L Andreu
Journal of Services Marketing, 2008
4462008
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
4392000
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
4322003
The role of culture and purchase motivation in service encounter evaluations
AS Mattila
Journal of Services Marketing, 1999
4141999
The role of store environmental stimulation and social factors on impulse purchasing
AS Mattila, J Wirtz
Journal of services marketing, 2008
4092008
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
3891999
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
3762001
Service recovery and fairness perceptions in collectivist and individualist contexts
AS Mattila, PG Patterson
Journal of service research 6 (4), 336-346, 2004
3662004
The impact of service failures on customer loyalty
AS Mattila
International journal of service industry management, 2004
3022004
How affective commitment boosts guest loyalty (and promotes frequent-guest programs)
AS Mattila
Cornell hotel and restaurant administration quarterly 47 (2), 174-181, 2006
2922006
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
2792007
The impact of culture on consumers’ perceptions of service recovery efforts
AS Mattila, PG Patterson
Journal of retailing 80 (3), 196-206, 2004
2792004
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Articles 1–20