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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
Persistent link: https://www.econbiz.de/10012256133
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In darkness we seek light : the impact of focal and general lighting designs on customers' approach intentions toward restaurants
Wu, Luorong; He, Zeya; King, Ceridwyn; Mattila, Anna S. - In: International journal of hospitality management 92 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012425246
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Rounding up for a cause : the joint effect of donation type and crowding on donation likelihood
Hwang, Yoo Hee; Choi, Sungwoo; Mattila, Anna S. - In: International journal of hospitality management 93 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012435909
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Service failure and recovery at the crossroads : recommendations to revitalize the field and its influence : editorial
Grégoire, Yany; Mattila, Anna S. - In: Journal of service research 24 (2021) 3, pp. 323-328
Persistent link: https://www.econbiz.de/10012592932
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To err is human(-oid) : how do consumers react to robot service failure and recovery?
Choi, Sungwoo; Mattila, Anna S.; Bolton, Lisa E. - In: Journal of service research 24 (2021) 3, pp. 354-371
Persistent link: https://www.econbiz.de/10012592941
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Appreciation vs. apology : when and why does face covering requirement increase revisit intention?
Luo, Anqi; Ye, Tian; Xue, Xunyue; Mattila, Anna S. - In: Journal of retailing and consumer services 63 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012665924
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Aww effect : engaging consumers in "non-cute" prosocial initiatives with cuteness
Shin, Joongwon; Mattila, Anna S. - In: Journal of business research : JBR 126 (2021), pp. 209-220
Persistent link: https://www.econbiz.de/10012494247
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The value of service robots from the hotel guest's perspective : a mixed-method approach
Lin, Ingrid Y.; Mattila, Anna S. - In: International journal of hospitality management 94 (2021), pp. 1-21
Persistent link: https://www.econbiz.de/10012495116
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The effect of smart shopper self-perceptions on word-of-mouth behaviors in the loyalty reward program context
Hwang, Yoo Hee; Mattila, Anna S. - In: Journal of hospitality & tourism research : JHTR ; the … 46 (2022) 2, pp. 243-266
Persistent link: https://www.econbiz.de/10012800229
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When organic food choices shape subsequent food choices : the interplay of gender and health consciousness
Shin, Joongwon; Mattila, Anna S. - In: International journal of hospitality management 76 (2019) 1, pp. 94-101
Persistent link: https://www.econbiz.de/10011981836