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Journal Articles

Donation appeals rewarding fitness in the context of CSR initiatives

Sungwoo Choi, Anna S. Mattila, Donna Quadri-Felitti

Journal of Services Marketing (2019) 33 (2): 160–167.

https://doi.org/10.1108/JSM-12-2017-0421

Published: 08 April 2019

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Journal Articles

Cross-national differences in complaint behavior: cultural or situational?

Jeffrey G. Blodgett, Aysen Bakir, Anna S. Mattila, Andrea Trujillo, Claudia Quintanilla, A. Banu Elmadağ

Journal of Services Marketing (2018) 32 (7): 913–924.

https://doi.org/10.1108/JSM-12-2017-0413

Published: 29 November 2018

View article titled, Cross-national differences in complaint behavior: cultural or situational?

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Journal Articles

Dining alone? Solo consumers’ self-esteem and incidental similarity

Joongwon Shin, Yoohee Hwang, Anna S. Mattila

Journal of Services Marketing (2018) 32 (6): 767–776.

https://doi.org/10.1108/JSM-06-2017-0213

Published: 24 October 2018

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Journal Articles

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

Alei Fan, Luorong (Laurie) Wu, Anna S. Mattila

Journal of Services Marketing (2016) 30 (7): 713–723.

https://doi.org/10.1108/JSM-07-2015-0225

Published: 10 October 2016

View article titled, Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

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Journal Articles

The influence of a “green” loyalty program on service encounter satisfaction

Stephanie Q. Liu, Anna S. Mattila

Journal of Services Marketing (2016) 30 (6): 576–585.

https://doi.org/10.1108/JSM-09-2015-0298

Published: 12 September 2016

View article titled, The influence of a “green” loyalty program on service encounter satisfaction

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Journal Articles

Powerful or powerless customers: the influence of gratitude on engagement with CSR

Anna S. Mattila, Laurie Wu, Choongbeom Choi

Journal of Services Marketing (2016) 30 (5): 519–528.

https://doi.org/10.1108/JSM-07-2014-0233

Published: 08 August 2016

View article titled, Powerful or powerless customers: the influence of gratitude on engagement with CSR

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Journal Articles

Consumer envy during service encounters

Gerardo Joel Anaya, Li Miao, Anna S. Mattila, Barbara Almanza

Journal of Services Marketing (2016) 30 (3): 359–372.

https://doi.org/10.1108/JSM-03-2015-0121

Published: 09 May 2016

View article titled, Consumer envy during service encounters

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Journal Articles

An examination of corporate social responsibility and processing fluency in a service context

Lu Zhang, Anna S. Mattila

Journal of Services Marketing (2015) 29 (2): 103–111.

https://doi.org/10.1108/JSM-11-2013-0307

Published: 13 April 2015

View article titled, An examination of corporate social responsibility and processing fluency in a service context

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Journal Articles

Corporate volunteering programs and consumer perceptions: an information processing perspective

Anna S. Mattila, Lydia Hanks

Journal of Services Marketing (2013) 27 (7): 572–578.

https://doi.org/10.1108/JSM-06-2012-0096

Published: 07 October 2013

View article titled, Corporate volunteering programs and consumer perceptions: an information processing perspective

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Journal Articles

Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

Min Gyung Kim, Anna S. Mattila

Journal of Services Marketing (2013) 27 (5): 361–370.

https://doi.org/10.1108/JSM-01-2012-0008

Published: 02 August 2013

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Journal Articles

A cross‐cultural comparison of perceived informational fairness with service failure explanations

Chen‐ya Wang, Anna S. Mattila

Journal of Services Marketing (2011) 25 (6): 429–439.

https://doi.org/10.1108/08876041111161023

Published: 13 September 2011

View article titled, A cross‐cultural comparison of perceived informational fairness with service failure explanations

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Journal Articles

Do women like options more than men? An examination in the context of service recovery

Anna S. Mattila

Journal of Services Marketing (2010) 24 (7): 499–508.

https://doi.org/10.1108/08876041011081050

Published: 12 October 2010

View article titled, Do women like options more than men? An examination in the context of service recovery

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Journal Articles

How to handle PR disasters? An examination of the impact of communication response type and failure attributions on consumer perceptions

Anna S. Mattila

Journal of Services Marketing (2009) 23 (4): 211–218.

https://doi.org/10.1108/08876040910965548

Published: 03 July 2009

View article titled, How to handle PR disasters? An examination of the impact of communication response type and failure attributions on consumer perceptions

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Journal Articles

The role of store environmental stimulation and social factors on impulse purchasing

Anna S. Mattila, Jochen Wirtz

Journal of Services Marketing (2008) 22 (7): 562–567.

https://doi.org/10.1108/08876040810909686

Published: 10 October 2008

View article titled, The role of store environmental stimulation and social factors on impulse purchasing

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Journal Articles

The impact of experiential consumption cognitions and emotions on behavioral intentions

J. Enrique Bigné, Anna S. Mattila, Luisa Andreu

Journal of Services Marketing (2008) 22 (4): 303–315.

https://doi.org/10.1108/08876040810881704

Published: 04 July 2008

View article titled, The impact of experiential consumption cognitions and emotions on behavioral intentions

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Journal Articles

The power of explanations in mitigating the ill‐effects of service failures

Anna S. Mattila

Journal of Services Marketing (2006) 20 (7): 422–428.

https://doi.org/10.1108/08876040610704856

Published: 01 December 2006

View article titled, The power of explanations in mitigating the ill‐effects of service failures

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Journal Articles

The impact of choice on fairness in the context of service recovery

Anna S. Mattila, David Cranage

Journal of Services Marketing (2005) 19 (5): 271–279.

https://doi.org/10.1108/08876040510609899

Published: 01 August 2005

View article titled, The impact of choice on fairness in the context of service recovery

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Journal Articles

Consumer complaining to firms: the determinants of channel choice

Anna S. Mattila, Jochen Wirtz

Journal of Services Marketing (2004) 18 (2): 147–155.

https://doi.org/10.1108/08876040410528746

Published: 01 March 2004

View article titled, Consumer complaining to firms: the determinants of channel choice

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Journal Articles

The effects of consumer expertise on evoked set size and service loyalty

Jochen Wirtz, Anna S. Mattila

Journal of Services Marketing (2003) 17 (7): 649–665.

https://doi.org/10.1108/08876040310501223

Published: 01 December 2003

View article titled, The effects of consumer expertise on evoked set size and service loyalty

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Journal Articles

The effectiveness of service recovery in a multi‐industry setting

Anna S. Mattila

Journal of Services Marketing (2001) 15 (7): 583–596.

https://doi.org/10.1108/08876040110407509

Published: 01 December 2001

View article titled, The effectiveness of service recovery in a multi‐industry setting

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Donation appeals rewarding fitness in the context of CSR initiatives

Cross-national differences in complaint behavior: cultural or situational?

Dining alone? Solo consumers’ self-esteem and incidental similarity

Does anthropomorphism influence customers’ switching intentions in the self-service technology failure context?

The influence of a “green” loyalty program on service encounter satisfaction

Powerful or powerless customers: the influence of gratitude on engagement with CSR

Consumer envy during service encounters

An examination of corporate social responsibility and processing fluency in a service context

Corporate volunteering programs and consumer perceptions: an information processing perspective

Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

A cross‐cultural comparison of perceived informational fairness with service failure explanations

Do women like options more than men? An examination in the context of service recovery

How to handle PR disasters? An examination of the impact of communication response type and failure attributions on consumer perceptions

The role of store environmental stimulation and social factors on impulse purchasing

The impact of experiential consumption cognitions and emotions on behavioral intentions

The power of explanations in mitigating the ill‐effects of service failures

The impact of choice on fairness in the context of service recovery

Consumer complaining to firms: the determinants of channel choice

The effects of consumer expertise on evoked set size and service loyalty

The effectiveness of service recovery in a multi‐industry setting

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