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Journal Articles

Donation appeals rewarding fitness in the context of CSR initiatives

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Sungwoo Choi, Anna S. Mattila, Donna Quadri-Felitti
Journal: Journal of Services Marketing
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?

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Jeffrey G. Blodgett, Aysen Bakir, Anna S. Mattila, Andrea Trujillo, Claudia Quintanilla, A. Banu Elmadağ
Journal: Journal of Services Marketing
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

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Joongwon Shin, Yoohee Hwang, Anna S. Mattila
Journal: Journal of Services Marketing
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?

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Alei Fan, Luorong (Laurie) Wu, Anna S. Mattila
Journal: Journal of Services Marketing
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

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Stephanie Q. Liu, Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2016) 30 (6): 576–585.
https://doi.org/10.1108/JSM-09-2015-0298
Published: 12 September 2016
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Journal Articles

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

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Anna S. Mattila, Laurie Wu, Choongbeom Choi
Journal: Journal of Services Marketing
Journal of Services Marketing (2016) 30 (5): 519–528.
https://doi.org/10.1108/JSM-07-2014-0233
Published: 08 August 2016
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Journal Articles

Consumer envy during service encounters

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Gerardo Joel Anaya, Li Miao, Anna S. Mattila, Barbara Almanza
Journal: Journal of Services Marketing
Journal of Services Marketing (2016) 30 (3): 359–372.
https://doi.org/10.1108/JSM-03-2015-0121
Published: 09 May 2016
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Journal Articles

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

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Lu Zhang, Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2015) 29 (2): 103–111.
https://doi.org/10.1108/JSM-11-2013-0307
Published: 13 April 2015
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Journal Articles

Corporate volunteering programs and consumer perceptions: an information processing perspective

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Anna S. Mattila, Lydia Hanks
Journal: Journal of Services Marketing
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

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Min Gyung Kim, Anna S. Mattila
Journal: Journal of Services Marketing
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

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Chen‐ya Wang, Anna S. Mattila
Journal: Journal of Services Marketing
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

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Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2010) 24 (7): 499–508.
https://doi.org/10.1108/08876041011081050
Published: 12 October 2010
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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

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Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2009) 23 (4): 211–218.
https://doi.org/10.1108/08876040910965548
Published: 03 July 2009
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Journal Articles

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

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Anna S. Mattila, Jochen Wirtz
Journal: Journal of Services Marketing
Journal of Services Marketing (2008) 22 (7): 562–567.
https://doi.org/10.1108/08876040810909686
Published: 10 October 2008
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Journal Articles

The impact of experiential consumption cognitions and emotions on behavioral intentions

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J. Enrique Bigné, Anna S. Mattila, Luisa Andreu
Journal: Journal of Services Marketing
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

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Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2006) 20 (7): 422–428.
https://doi.org/10.1108/08876040610704856
Published: 01 December 2006
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Journal Articles

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

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Anna S. Mattila, David Cranage
Journal: Journal of Services Marketing
Journal of Services Marketing (2005) 19 (5): 271–279.
https://doi.org/10.1108/08876040510609899
Published: 01 August 2005
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Journal Articles

Consumer complaining to firms: the determinants of channel choice

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Anna S. Mattila, Jochen Wirtz
Journal: Journal of Services Marketing
Journal of Services Marketing (2004) 18 (2): 147–155.
https://doi.org/10.1108/08876040410528746
Published: 01 March 2004
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Journal Articles

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

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Jochen Wirtz, Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2003) 17 (7): 649–665.
https://doi.org/10.1108/08876040310501223
Published: 01 December 2003
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Journal Articles

The effectiveness of service recovery in a multi‐industry setting

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Anna S. Mattila
Journal: Journal of Services Marketing
Journal of Services Marketing (2001) 15 (7): 583–596.
https://doi.org/10.1108/08876040110407509
Published: 01 December 2001
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