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When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? : the moderating role of consumer technology self-efficacy and interdependent self-construal

Fan, Alei; Wu, Luorong; Miao, Li; Mattila, Anna S. - In: Journal of hospitality marketing & management 29 (2020) 3, pp. 269-290

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The servicescape and its impact on consumer satisfaction : a meta-analysis

Wang, Peihao; Wu, Luorong; Gao, Lisa Yixing; Mattila, … - In: Psychology & marketing 42 (2025) 3, pp. 799-816

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Chatbots in complaint handling : the moderating role of humor

Park, Jae Eun; Fan, Alei; Wu, Luorong - In: International journal of contemporary hospitality management 37 (2025) 3, pp. 805-824

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Investigating consumer embarrassment in service interactions

Wu, Luorong; Mattila, Anna - In: International journal of hospitality management 33 (2013), pp. 196-202

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Not all smiles are created equal : investigating the effects of display authenticity and service relationship on customer tipping behavior

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Territoriality revisited : other customer's perspective

Wu, Luorong; Mattila, Anna S.; Han, Juyeon - In: International journal of hospitality management 38 (2014), pp. 48-56

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Investigating the impact of surprise rewards on consumer responses

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Online reviews : the role of information load and peripheral factors

Zhang, Lu; Wu, Luorong; Mattila, Anna S. - In: Journal of travel research : a quarterly publication of … 55 (2016) 3, pp. 299-310

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Does anthropomorphism influence customers' switching intentions in the self-service technology failure context?

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Limited edition for me and best seller for you : the impact of scarcity versus popularity cues on self versus other-purchase behavior

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