Anna S. Mattila 

photo of Anna Mattila

Marriott Professor of Lodging Management and Professor-in-Charge Graduate Program; Chief Editor, Journal of Hospitality & Tourism Research; Associate Editor, Cornell Hospitality Quarterly

Contact Information

224 Mateer Building
The Pennsylvania State University
University Park PA 16802


(fax) 814-863-4257


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

Research Interests

Corporate Social Responsibility

Service encounters

Service recovery

Customer emotions


Cross-cultural research

Social media


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