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Congruency of Scent and Music As a Driver of In-Store Evaluations and Behavior
- Jochen Wirtz, A. Mattila
- Business, Psychology
- 1 June 2001
The effectiveness of service recovery in a multi‐industry setting
- A. Mattila
- Business
- 1 December 2001
In today’s hyper‐competitive business environment, repeat customers are vital for success. Service failures, however, have the potential to destroy customer loyalty. In this study, we wanted to…
Is “service with a smile” enough? Authenticity of positive displays during service encounters
- A. Grandey, Glenda M. Fisk, A. Mattila, K. Jansen, L. Sideman
- Business
- 2005
Consumer responses to compensation, speed of recovery and apology after a service failure
- Jochen Wirtz, A. Mattila
- Business, Psychology
- 1 April 2004
This experimental study examined how the three dimensions of fairness (distributive, procedural and interactional) influence consumers' attributional processes, their post‐recovery satisfaction and…
The Role of Culture in the Service Evaluation Process
- A. Mattila
- Business
- 1 February 1999
This research examined the impact of culture on customer evaluations of complex services. The goal was to underStand the trade-offs that Western and Asian customers are willing to make between…
How Affective Commitment Boosts Guest Loyalty (and Promotes Frequent-guest Programs)
- A. Mattila
- Business
- 1 May 2006
Customer loyalty is the key to success in today’s commoditized hotel industry. To that end, many hotel companies offer frequent-guest programs. The reward programs are not enough to induce loyalty,…
The role of affective factors on perceived cruise vacation value
- T. Duman, A. Mattila
- Business
- 1 June 2005
Emotional Bonding and Restaurant Loyalty
- A. Mattila
- Business
- 1 December 2001
Abstract There's a big difference between a loyal customer and a frequent one, and the shrewd operator will figure out how to earn and sustain guests' loyalty.
The role of culture and purchase motivation in service encounter evaluations
- A. Mattila
- Business
- 1 August 1999
This study was developed to shed some light on the role of culture and purchase motivation in influencing consumers’ evaluations of services. More specifically, the goal was to contrast Asian and…
The Role of Emotions in Service Encounters
- A. Mattila, C. Enz
- Business
- 1 May 2002
This article advances our understanding of the influence of affect in consumers’ responses to brief, nonpersonal service encounters. This study contributes to the services marketing literature by…
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