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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
19422001
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
12532005
The role of emotions in service encounters
AS Mattila, CA Enz
Journal of Service research 4 (4), 268-277, 2002
11502002
Consumer responses to compensation, speed of recovery and apology after a service failure
J Wirtz, AS Mattila
International Journal of service industry management 15 (2), 150-166, 2004
10642004
The role of affective factors on perceived cruise vacation value
T Duman, AS Mattila
Tourism management 26 (3), 311-323, 2005
10322005
The effectiveness of service recovery in a multi‐industry setting
AS Mattila
Journal of services marketing 15 (7), 583-596, 2001
7912001
Emotional bonding and restaurant loyalty
AS Mattila
Cornell Hotel and Restaurant Administration Quarterly 42 (6), 73-79, 2001
7182001
The role of store environmental stimulation and social factors on impulse purchasing
AS Mattila, J Wirtz
Journal of services marketing 22 (7), 562-567, 2008
6892008
The impact of experiential consumption cognitions and emotions on behavioral intentions
J Enrique Bigné, AS Mattila, L Andreu
Journal of Services Marketing 22 (4), 303-315, 2008
6892008
The role of culture in the service evaluation process
AS Mattila
Journal of service research 1 (3), 250-261, 1999
6221999
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
5382003
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
5342000
The role of culture and purchase motivation in service encounter evaluations
AS Mattila
Journal of Services Marketing 13 (4/5), 376-389, 1999
5011999
Service recovery and fairness perceptions in collectivist and individualist contexts
AS Mattila, PG Patterson
Journal of service research 6 (4), 336-346, 2004
4832004
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
4801999
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
4692001
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
4442010
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
4102011
The impact of service failures on customer loyalty: The moderating role of affective commitment
AS Mattila
International journal of service industry management 15 (2), 134-149, 2004
4022004
Improving consumer satisfaction in green hotels: The roles of perceived warmth, perceived competence, and CSR motive
YL Gao, AS Mattila
International journal of hospitality management 42, 20-31, 2014
3912014
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