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Journal Articles

Dimensionality of frontline employee friendliness in service encounters

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Melanie F. Boninsegni, Olivier Furrer, Anna S. Mattila
Journal: Journal of Service Management
Journal of Service Management (2021) 32 (3): 346–382.
https://doi.org/10.1108/JOSM-07-2019-0214
Published: 07 October 2020
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Journal Articles

A double whammy effect of ethnicity and gender on consumer responses to management level service failures

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Laurie Wu, Rachel Han, Anna S Mattila
Journal: Journal of Service Management
Journal of Service Management (2016) 27 (3): 339–359.
https://doi.org/10.1108/JOSM-03-2014-0092
Published: 20 June 2016
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Journal Articles

The effects of promotion framing on consumers' price perceptions: The moderating role of a personal sense of power

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Choongbeom Choi, Anna S. Mattila
Journal: Journal of Service Management
Journal of Service Management (2014) 25 (1): 149–160.
https://doi.org/10.1108/JOSM-11-2012-0234
Published: 11 March 2014
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Journal Articles

Antecedents to participation in corporate social responsibility programs

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Anna S. Mattila, Lydia Hanks
Journal: Journal of Service Management
Journal of Service Management (2012) 23 (5): 664–676.
https://doi.org/10.1108/09564231211269829
Published: 05 October 2012
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Journal Articles

Organizational learning from customer feedback received by service employees: A social capital perspective

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Jochen Wirtz, Siok Kuan Tambyah, Anna S. Mattila
Journal: Journal of Service Management
Journal of Service Management (2010) 21 (3): 363–387.
https://doi.org/10.1108/09564231011050814
Published: 22 June 2010
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Journal Articles

Perceived service encounter pace and customer satisfaction: An empirical study of restaurant experiences

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Breffni M. Noone, Sheryl E. Kimes, Anna S. Mattila, Jochen Wirtz
Journal: Journal of Service Management
Journal of Service Management (2009) 20 (4): 380–403.
https://doi.org/10.1108/09564230910978494
Published: 07 August 2009
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Journal Articles

An examination of the impact of cultural orientation and familiarity in service encounter evaluations

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Paul G. Patterson, Anna S. Mattila
Journal: Journal of Service Management
International Journal of Service Industry Management (2008) 19 (5): 662–681.
https://doi.org/10.1108/09564230810903514
Published: 10 October 2008
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Journal Articles

The role of post‐training self‐efficacy in customers' use of self service technologies

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Xinyuan Zhao, Anna S. Mattila, Li‐Shan Eva Tao
Journal: Journal of Service Management
International Journal of Service Industry Management (2008) 19 (4): 492–505.
https://doi.org/10.1108/09564230810891923
Published: 08 August 2008
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Journal Articles

The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors

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Jochen Wirtz, Anna S. Mattila, Rachel L.P. Tan
Journal: Journal of Service Management
International Journal of Service Industry Management (2007) 18 (1): 6–24.
https://doi.org/10.1108/09564230710732876
Published: 20 March 2007
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Journal Articles

Arousal expectations and service evaluations

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Anna S. Mattila, Jochen Wirtz
Journal: Journal of Service Management
International Journal of Service Industry Management (2006) 17 (3): 229–244.
https://doi.org/10.1108/09564230610667087
Published: 01 May 2006
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Journal Articles

The impact of service failures on customer loyalty: The moderating role of affective commitment

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Anna S. Mattila
Journal: Journal of Service Management
International Journal of Service Industry Management (2004) 15 (2): 134–149.
https://doi.org/10.1108/09564230410532475
Published: 01 April 2004
View article titled, The impact of service failures on customer loyalty: The moderating role of affective commitment
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Journal Articles

Consumer responses to compensation, speed of recovery and apology after a service failure

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Jochen Wirtz, Anna S. Mattila
Journal: Journal of Service Management
International Journal of Service Industry Management (2004) 15 (2): 150–166.
https://doi.org/10.1108/09564230410532484
Published: 01 April 2004
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Journal Articles

The impact of knowledge types on the consumer search process: An investigation in the context of credence services

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Anna S. Mattila, Jochen Wirtz
Journal: Journal of Service Management
International Journal of Service Industry Management (2002) 13 (3): 214–230.
https://doi.org/10.1108/09564230210431947
Published: 01 August 2002
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Journal Articles

The impact of expected variance in performance on the satisfaction process

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Jochen Wirtz, Anna S. Mattila
Journal: Journal of Service Management
International Journal of Service Industry Management (2001) 12 (4): 342–358.
https://doi.org/10.1108/09564230110405271
Published: 01 October 2001
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Journal Articles

Do emotional appeals work for services?

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Anna S. Mattila
Journal: Journal of Service Management
International Journal of Service Industry Management (1999) 10 (3): 292–307.
https://doi.org/10.1108/09564239910276890
Published: 01 August 1999
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