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Anna S. Mattila
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Journal Articles

A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters

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Chen‐ya Wang, Anna S. Mattila
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2010) 20 (4): 328–342.
https://doi.org/10.1108/09604521011057478
Published: 13 July 2010
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Journal Articles

Consumer reaction to crowding for extended service encounters

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Breffni M. Noone, Anna S. Mattila
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2009) 19 (1): 31–41.
https://doi.org/10.1108/09604520910926791
Published: 23 January 2009
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