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Business and Management
USA
2026

D-Index & Metrics

Business and Management

D-Index
97
Citations
34030
World Ranking
56
National Ranking
26

Research.com Recognitions

  • 2026 - Research.com Business and Management in United States Leader Award
  • 2024 - Research.com Business and Management in United States Leader Award
  • 2023 - Research.com Business and Management in United States Leader Award

Overview

Anna S. Mattila is affiliated with Pennsylvania State University in the United States. Their research work spans multiple fields within social sciences and business, management, and accounting, with significant contributions in marketing and organizational behavior. Their scholarly output includes publications related to consumer behavior, digital marketing, and service quality.

The primary fields of study for Anna S. Mattila include:

  • Business, Management and Accounting
  • Social Sciences

Within these main fields, their subfields of study cover:

  • Marketing
  • Sociology and Political Science
  • Organizational Behavior and Human Resource Management
  • Social Psychology
  • Artificial Intelligence

The dominant topics in Anna S. Mattila's work focus on:

  • Consumer Behavior in Brand Consumption and Identification
  • Digital Marketing and Social Media
  • Customer Service Quality and Loyalty
  • Environmental Sustainability in Business
  • AI in Service Interactions
  • Behavioral Health and Interventions
  • Psychology of Social Influence

They have published extensively in several venues, including:

  • International Journal of Hospitality Management
  • International Journal of Contemporary Hospitality Management
  • Journal of Hospitality & Tourism Research
  • Journal of Business Research
  • Journal of Hospitality and Tourism Management

Some of the recent papers authored by Anna S. Mattila are:

  • "To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?" (2020), Journal of Service Research
  • "The Value of Service Robots from the Hotel Guest's Perspective: A Mixed-Method Approach" (2021), International Journal of Hospitality Management
  • "Service Failure and Recovery at the Crossroads: Recommendations to Revitalize the Field and its Influence" (2020), Journal of Service Research
  • "The effect of ad appeals and message framing on consumer responses to plant-based menu items" (2021), International Journal of Hospitality Management
  • "The effects of message framing in CSR advertising on consumers' emotions, attitudes, and behavioral intentions" (2022), Journal of Hospitality Marketing & Management

Frequent co-authors working with Anna S. Mattila include:

  • Diego Costa Pinto
  • Saleh Shuqair
  • Anqi Luo
  • YooHee Hwang
  • Yixing Gao

Best Publications

  • Congruency of scent and music as a driver of in-store evaluations and behavior

    Anna S Mattila;Jochen Wirtz

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

    Alicia A. Grandey;Glenda M. Fisk;Anna S. Mattila;Karen J. Jansen

  • The Role of Emotions in Service Encounters

    Anna S. Mattila;Cathy A. Enz

  • Consumer responses to compensation, speed of recovery and apology after a service failure

    Jochen Wirtz;Anna S. Mattila

  • The role of affective factors on perceived cruise vacation value

    Teoman Duman;Anna S. Mattila

  • The effectiveness of service recovery in a multi‐industry setting

    Anna S. Mattila

  • Emotional Bonding and Restaurant Loyalty

    Anna S. Mattila

  • The impact of experiential consumption cognitions and emotions on behavioral intentions

    J. Enrique Bigné;Anna S. Mattila;Luisa Andreu

  • The Role of Culture in the Service Evaluation Process

    Anna S. Mattila

  • The role of store environmental stimulation and social factors on impulse purchasing

    Anna S. Mattila;Jochen Wirtz

  • The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences

    Jochen Wirtz;Anna S Mattila;Rachel L.P Tan

  • A re-examination of the generalizability of the Aaker brand personality measurement framework

    Jon R. Austin;Judy A. Siguaw;Anna S. Mattila

  • The role of culture and purchase motivation in service encounter evaluations

    Anna S. Mattila

  • Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

    Anna S. Mattila;Paul G. Patterson

  • The Brand-Personality Scale: An Application for Restaurants

    Judy A. Siguaw;Anna Mattila;Jon R. Austin

  • The Impact of Relationship Type on Customer Loyalty in a Context of Service Failures

    Anna S. Mattila

  • Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction

    Ingrid Y. Lin;Anna S. Mattila

  • Effects of Gender and Expertise on Consumers' Motivation to Read Online Hotel Reviews

    Ellen Eun Kyoo Kim;Anna S. Mattila;Seyhmus Baloglu

  • The impact of service failures on customer loyalty: The moderating role of affective commitment

    Anna S. Mattila

  • To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?:

    Sungwoo Choi;Anna S. Mattila;Lisa E. Bolton

  • Congruency of Scent and Music As a Driver of In-Store Evaluations and Behavior

    Jochen Wirtz;Anna Mattila

Frequent Co-Authors

Lydia Hanks
Lydia Hanks Florida State University
Jochen Wirtz
Jochen Wirtz National University of Singapore
Deborah L. Kerstetter
Deborah L. Kerstetter Pennsylvania State University
Seoki Lee
Seoki Lee Pennsylvania State University
Judy A. Siguaw
Judy A. Siguaw East Carolina University
Paul G. Patterson
Paul G. Patterson University of New South Wales
A. George Assaf
A. George Assaf University of Massachusetts Amherst
Bernard J. Jansen
Bernard J. Jansen Qatar Computing Research Institute
Sevil Sönmez
Sevil Sönmez University of Central Florida
Alicia A. Grandey
Alicia A. Grandey Pennsylvania State University

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