Anna S. Mattila 

photo of Anna Mattila

Marriott Professor of Lodging Management and Professor-in-Charge Graduate Program

Contact Information

224 Mateer Building
The Pennsylvania State University
University Park PA 16802

814-863-5757

(fax) 814-863-4257

asm6@psu.edu

www.hhdev.psu.edu/shm/

www.personal.psu.edu/faculty/a/s/asm6/

Education

B.S. Cornell University
M.B.A University of Hartford
Ph.D. Cornell University

Teaching Interests

research methods, hospitality marketing, services marketing and multivariate data analyses

 

Research Interests

social media, service recovery, CSR, emotions, cross-cultural research, decision-making

Specializations

Services marketing, Consumer behavior

Selected Publications

Yang, W. & Mattila, A. “Do affluent customers care when luxury brands go mass? The role of product type and status seeking on luxury brand attitude”, International Contemporary Journal of Hospitality Management (forthcoming)

Hanks, L. & Mattila, A. "The Impact of Gender and Pre-purchase Mood on Consumer Guilt After a Travel Purchase", Journal of Travel Research. (forthcoming)

Bujisic, M, Wu, L. & Mattila, A. "Not All Smiles Are Created Equal: Investigating the Effects of Display Authenticity and Service Relationship on Customer Tipping Behavior", International Contemporary Journal of Hospitality Management. (forthcoming)

Boo, HC & Mattila, A. “Effectiveness of Recovery Actions on Deviant Customer Behavior - The Moderating Role of Gender”, International Journal of Hospitality Management. (forthcoming)

Choi, CB & Mattila, A. "The Effects of Promotion Framing on Consumers' Price Perceptions: The Moderating Role of a Personal Sense of Power", Journal of Service Management. (forthcoming)

Mattila, A. & Choi, CB, “"Are Consumers Treated Equally? An Examination of Third-party Travel Websites and Consumers’ Computer Preferences", Cornell Hospitality Quarterly. (forthcoming)

Zhao, X. & Mattila, A. Uncovering the Distal Effects of Frontline Employees’ Work-Family Conflict on Customer Satisfaction, The Cornell Hospitality Quarterly. (forthcoming)

Mattila, A.; Hanks, L. & Wang, C. "Others' Service Experiences: Emotions, Perceived Justice, and Behavior", European Journal of Marketing. (forthcoming)

Mattila, A. & Hanks, L. “Relational Self and Social Value of Shopping”, International Journal of Retailing and Distribution Management. (forthcoming)

Mattila, A. & Hanks, L. "Corporate Volunteering Programs and Consumer Perceptions", Journal of Services Marketing. (forthcoming)

Curriculum Vitae

.pdf icon Anna Mattila vitae

Strategic Themes

  • Contexts and Social Institutions