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- Publications
- Influence
Congruency of Scent and Music As a Driver of In-Store Evaluations and Behavior
- Jochen Wirtz, A. Mattila
- Psychology
- 1 June 2001
Abstract Retailers have long understood the importance of store environment in enhancing the shopping experience, and past research has examined the main effects of many pleasant ambient stimuli such… Expand
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… Expand
Is “service with a smile” enough? Authenticity of positive displays during service encounters
- A. Grandey, Glenda M. Fisk, A. Mattila, K. J. Jansen, L. Sideman
- Psychology
- 2005
Abstract Service providers use impression management strategies to engender satisfaction and repeat business in customers. Managing emotional expressions is one strategy to meet those goals. We… Expand
The Role of Culture in the Service Evaluation Process
- A. Mattila
- Psychology
- 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… Expand
Consumer responses to compensation, speed of recovery and apology after a service failure
- Jochen Wirtz, A. Mattila
- Business
- 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… Expand
How Affective Commitment Boosts Guest Loyalty (and Promotes Frequent-guest Programs)
- A. Mattila
- Economics
- 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,… Expand
The role of affective factors on perceived cruise vacation value
- T. Duman, A. Mattila
- Psychology
- 1 June 2005
Abstract In this study, we expanded the perceived value literature by demonstrating the role of selected affective factors (i.e., hedonics, control and novelty) on value in the context of cruise… Expand
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… Expand
Binge drinking and casual sex on spring break
- S. Sönmez, Y. Apostolopoulos, Chong Ho Yu, Shiyi Yang, A. Mattila, L. C. Yu
- Psychology
- 1 October 2006
College students‘ health-risk behaviors on spring break were examined via pre-and post-surveys. Over one-half reported getting drunk on the previous vacation and stated intentions to do so again.… Expand