Accepted For Publication

Zhao, X., & Mattila, A.How does social capital influence the hospitality firm's financial performance? The moderating role of entrepreneurial activities”, International Journal of Hospitality Management

Wu,L., Hanks, L. & Mattila, A. "Investigating the Impact of Surprise Rewards on Consumer Responses", International Journal of Hospitality Management.

Zhao, X., & Mattila, A. Improving Service Management in Budget Hotels, International Journal of Hospitality Management.

Hanks, L., Line, N. D., & Mattila, A. “The Impact of Self-Service Technology and the Presence of Others on Cause-Related Marketing Programs in Restaurants”. Journal of Hospitality Marketing & Management.

Zhao, X. & Mattila, A. “Uncovering the Distal Effects of Frontline Employees’ Work-Family Conflict on Customer Satisfaction”, The Cornell Hospitality Quarterly.

Choi, CB & Mattila, A. “The effects of other customers’ dress style on customers’ 
approach behaviors: The moderating role of sense of power”. Cornell Hospitality Quarterly. 

Xu, S., Nyheim, P. Zhang, L. & Mattila, A. "Predictors of Avoidance towards Personalization of Restaurant Smartphone Advertising: A Study from the Millennials’ Perspective" ,Journal of Hospitality and Tourism Technology.

Articles In Press

Andreu, L., Casado-Díaz, A. B., & Mattila, A. (2015). Effects of message appeal and service type in CSR communication strategies. Journal of Business Research, 68(7), 1488-1495.

Liu, S. Q., & Mattila, A. (2015). “I Want to Help” versus “I Am Just Mad” How Affective Commitment Influences Customer Feedback Decisions. Cornell Hospitality Quarterly, 56(2), 213-222.

Bolton, L. E., & Mattila, A. (2015). How Does Corporate Social Responsibility Affect Consumer Response to Service Failure in Buyer–Seller Relationships?. Journal of Retailing, 91(1), 140-153.

Assaf, A. G., Josiassen, A., Mattila, A., & Cvelbar, L. K. (2015). Does advertising spending improve sales performance?. International Journal of Hospitality Management, 48, 161-166.

Liu, S. Q., & Mattila, A. (2015). Ethnic dining: Need to belong, need to be unique, and menu offering. International Journal of Hospitality Management, 49, 1-7.

Fan, A., Mattila, A., & Zhao, X. (2015). How does social distance impact customers’ complaint intentions? A cross-cultural examination. International Journal of Hospitality Management, 47, 35-42.

Gao, Y. L., & Mattila, A. (2015). The Impact of Option Popularity, Social Inclusion/Exclusion, and Self-affirmation on Consumers’ Propensity to Choose Green Hotels. Journal of Business Ethics, 1-11.

Yang, W., Zhang, L., & Mattila, A. (2015). Luxe for Less How Do Consumers React to Luxury Hotel Price Promotions? The Moderating Role of Consumers’ Need for Status. Cornell Hospitality Quarterly.

Choi, C., Jeong, M., & Mattila, A. (2015). Revenue management in the context of movie theaters: Is it fair?. Journal of Revenue & Pricing Management, 14(2), 72-83.

Kwon, E., & Mattila, A. (2015). The Effect of Self–Brand Connection and Self-Construal on Brand Lovers’ Word of Mouth (WOM). Cornell Hospitality Quarterly,.

Zhang, L., & Mattila, A. (2015). An examination of corporate social responsibility and processing fluency in a service context. Journal of Services Marketing, 29(2), 103-111.

Ro, H., & Mattila, A. (2015). Silent Voices: Nonbehavioral Reactions to Service Failures. Services Marketing Quarterly, 36(2), 95-111.


Kim, M. G., Lee, C. H., & Mattila, A. (2014). Determinants of Customer Complaint Behavior in a Restaurant Context: The Role of Culture, Price Level, and Customer Loyalty. Journal of Hospitality Marketing & Management, 23(8), 885-906.  

Zhang, L., Wu, L. L., & Mattila, A. (2014). Online Reviews The Role of Information Load and Peripheral Factors. Journal of Travel Research.

Zhang, L., Nyheim, P. & Mattila, A. (2014). “The Effect of Power and Gender on Technology Acceptance”, Journal of Hospitality and Tourism Technology, 5(3), 299-314.

Gao, L. & Mattila, A. (2014). “Improving Consumer Satisfaction in Green Hotels: The Roles of Perceived Warmth, Perceived Competence, and CSR Motive”, International Journal of Hospitality Management, 42, 20-31.

McGingley, S., O’Neill, J., Mattila, A. & Damaske, S. (2014). “A Grounded Theory Approach to Developing a Career Change Model in Hospitality”, International Journal of Hospitality Management, 38, 89-98.

Keating, B., Kim, P. Kandampully, J., Mattila, A., Solnet, D. & Varma, R. (2014). “Service Research in the Hospitality Literature: Insights from a Systematic Review”, Cornell Hospitality Quarterly, 55(3), 287-299.

Mattila, A., Hanks, L., & Wang, C. (2014). “Others' service experiences: emotions, perceived justice, and behavior”, European Journal of Marketing, 48(3/4), 552-571.

Mattila, A. & Choi, CB, (2014). “An Analysis of Consumers’ Reactions to Travel Websites’ Discrimination of by Computer Platform”, Cornell Hospitality Quarterly, 55(2), 210-215.

Choi, CB & Mattila, A. (2014). “The Effects of Promotion Framing on Consumers’ Price Perceptions: The Moderating Role of a Personal Sense of Power”, Journal of Service Management, 25(1), 149-160.

Mattila, A., Hanks, L. & Zhang, L. (2014). “Existential Guilt and Preferential Treatment: The Case of an Airline Upgrade”, Journal of Travel Research, 53(1), 591-599.

Wu, L., Mattila, A. & Han, J. (2014). “Territoriality revisited: Other customer's perspective”, International Journal of Hospitality Management, 38, 48-56.

Yang, W. & Mattila, A. (2014).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, 26(4), 526-543.

Bujisic, M, Wu, L. & Mattila, A. (2014). “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, 26(2), 293-306.


Hanks, L., & Mattila, A. (2013). “The Impact of Gender and Prepurchase Mood on Consumer Guilt after a Travel Purchase”, Journal of Travel Research.

Yang, W. & Mattila, A. (2013). “The Impact of Status Seeking on Consumers’ Word-of-Mouth and Product Preference - A Comparison Between Luxury Hospitality Services and Luxury Goods”, Journal of Hospitality & Tourism Research.

Wang, C. Y., & Mattila, A. (2013). “The Impact of Servicescape Cues on Consumer Prepurchase Authenticity Assessment and Patronage Intentions to Ethnic Restaurants”, Journal of Hospitality & Tourism Research.

Van Hoof, H., Wu, L., Zhang, L., & Mattila, A. (2013). “Characteristics of US Graduate Hospitality Programs.” FIU Hospitality Review, 31(2), 4.

Boo, HC & Mattila, A. (2013). “Effectiveness of Recovery Actions on Deviant Customer Behavior - The Moderating Role of Gender”, International Journal of Hospitality Management, 35, 180-192.

Mattila, A. & Hanks, L. (2013). “Corporate Volunteering Programs and Consumer Perceptions: An Information Processing Perspective”, Journal of Services Marketing, 27(7), 572-578.

Heo, C. Y., Lee, S., Mattila, A., & Hu, C. (2013). “Restaurant revenue management: Do perceived capacity scarcity and price differences matter?”, International Journal of Hospitality Management, 35, 316-326.

Ro, H., Lee, S., & Mattila, A. (2013). “An Affective Image Positioning of Las Vegas Hotels”, Journal of Quality Assurance in Hospitality & Tourism, 14(3), 201-217.

Miao, L. & Mattila, A. (2013). “Impulse buying in restaurant food consumption”, Journal of Foodservice Business Research, 16(5), 448-467.

Mattila, A. & Choi, S. (2013). “Societal Norms, Need-for-Closure, and Service Recovery”, Journal of International Consumer Marketing, 24(5), 356-371.

Kim, M. & Mattila, A. (2013). “Does a surprise strategy need words?: The effect of explanations for a surprise strategy on customer delight and expectations”, Journal of Services Marketing, 27(5), 361-370.

Yang, W., Mattila, A.  & Hou, Y (2013). “The effect of Regulatory Focus and Delay Type on Consumers’ Reactions to Service Waits”, International Journal of Hospitality Management, 32, 113-120.

Wu, L. & Mattila, A. (2013). “Investigating Consumer Embarrassment in Service Interactions”, International Journal of Hospitality Management, 33, 196-202.

Zhao, X. & Mattila, A. (2013). “Examining the Spillover Effect of Frontline Employees' Work-Family Conflict on Their Affective Work Attitudes and Customer Satisfaction”, International Journal of Hospitality Management, 33, 310-315.

Mattila, A. Andreau, L. Hanks, L. & Kim, E. (2013). “The impact of cyberostracism on online complaint handling: Is “automatic reply” any better than “no reply”?”, International Journal of Retail and Distribution Management, 41(1), 45-60.

Miao, L & Mattila, A. “Psychological Distance and Other Customers”, (2013), Journal of Hospitality & Tourism Research, 37(1), 51-77.


Yang, W. & Mattila, A. (2012). “The Role of Tie Strength on Consumer Dissatisfaction Responses”, International Journal of Hospitality Management, 31(2), 399-404.

Mattila, A. & Hanks, L. (2012), “Antecedents to Participation in Corporate Social Responsibility Programs”, Journal of Service Management, 23(5), 664-676.

Zhang, L; Jansen, B. & Mattila, A. (2012), “A Branding Model for Web Search Engines”, International Journal of Internet Marketing & Advertising, 7(3), 195-216.

Li, C., Fock, H. & Mattila, A. (2012), “The Role of Cultural Tightness-Looseness in the Ethics of Service Recovery”, Journal of Global Marketing, 25(1), 3-16.

Mattila, A. & Hanks, L. (2012), “Time Styles and Waiting in Crowded Service Environments, Journal of Travel & Tourism Marketing, 29(4), 327-334.

Xie, H., Kerstetter D. L., & Mattila, A. (2012), “The attributes of a cruise ship that influence the decision making of cruisers and potential cruisers”. International Journal of Hospitality Management, 31(1), 152-159.

Xie, H., Kerstetter, D. L., & Mattila, A. S., Buzinde, C., & Morais, D. (2012),” Information usefulness vs. ease of use: Which makes a destination website more persuasive?” Tourism Analysis, 17, 15-26.

Jansen, B., Zhang, L. & Mattila, A. (2012), "Investigating Brand Knowledge of Web Search Engines", Electronic Commerce Research, 12(4), 429-454.

Xiao, Q., O’Neill, J. & Mattila, (2012), “A. The Role of Hotel Owners: The Influence of Corporate Strategies on Hotel Performance”, International Contemporary Journal of Hospitality Management, 24(1), 122-39.

Kim. E., Kang, J. & Mattila, A. (2012), “The Impact of Prevention versus Promotion Hope on CSR Activities”, International Journal of Hospitality Management, 31(1), 43-51.

Hanks, L. & Mattila, A. (2012), “Verifying the Hedonic vs Utilitarian Consumer Attitudes Categorization: The Case of Spas and Salons”, Managing Leisure, 17(1), 29-47.


Wang, C. & Mattila, A. (2011),”A Cross-cultural Comparison of Perceived Informational Fairness with Service Failure Explanations”, Journal of Services Marketing, 25(6), 429-439.

Kim, E., Mattila, A. & Baloglu, S. (2011), "Effects of Gender and Expertise on Consumer Motivation to Read On-line Hotel Reviews", Cornell Hospitality Quarterly. 52(4), 399-406.

Mattila, A., Choi, W. & Ro, C. (2011) “The Role of Self-service Technologies in Restoring Justice” Journal of Business Research. 64(4) 348-355.

Miao, L., Mattila, A. & Mount, D. (2011) "Other Consumers in Service Encounters: A Script Theoretical Perspective", International Journal of Hospitality Management. 30(4), 933-941.

Denizci Guillet,B. & Mattila, A. (2011) "A Descriptive Examination of Corporate Governance in the Hospitality Industry", International Journal of Hospitality Management. 29(4), 677-684.

Kim, S., Mattila, A. (2011), "An Examination of Electronic Videoclips in the Context of Hotel Websites",International Journal of Hospitality Management. 30(3), 612-618.

Lin, I. & Mattila, A. (2011) “Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction ” Journal of Hospitality Marketing and Management. 19(8), 819-841.


Mattila, A. (2010) Do Women Like Choice More that Men? An Examination in the Context of Service Recovery, Journal of Services Marketing, 24(7), 499-508.

Kim, M;, Wang, C & Mattila, A. (2010), "The Relationship between Consumer Complaining Behavior and Service Recovery:An Integrative Review.", International Contemporary Journal of Hospitality Management, 22(7), 975-99

Mattila, A., Hanks, L. & Kim, E. (2010), “The Impact of Company Type and Corporate Social Responsibility Messaging on Consumer Perceptions”, Journal of Financial Services Marketing, 15(2), 126-136.

Andreau, L., E. Bigne, J. Aldas & Mattila. A. (2010), "An analysis of e-business adoption and its impact on relational quality in travel agency-supplier relationships", Tourism Management, 31(6), 777-787.

Wang, C.-Y.and Mattila, A.S. (2010), “A Grounded Theory Model of Service Providers' Stress, Emotion, and Coping during Intercultural Service Encounters", Managing Service Quality, 20(4), 328-342.

Wirtz, J., Seok. T. & Mattila, A.(2010), "Organizational Learning from Customer Feedback Received by Service Employees – A Social Capital Perspective", Journal of Service Management, 21(3), 328-342.

Kim, M. & Mattila, A. (2010), “The Impact of Mood States and Surprise Cues on Satisfaction, International Journal of Hospitality Management, 29, 432-36.

Myung, E. & Mattila, A. (2010), Influence of Price on Consumer Meal Choice in a Bundling Context”, Journal of Foodservice Business Research, 13(2), 114-126.

Noone, B & Mattila, A. (2010). Consumer Goals and the Service Encounter: Evaluating Goal Importance and the Moderating Effect of Goal Progress on Satisfaction Formation, Journal of Hospitality & Tourism Research, 34(2), 247-268.

O’Neill, J. & Mattila, A. (2010), “Hotel Brand Strategy”, Cornell Hospitality Quarterly, 51(1), 27-34.


Noone, B., & Mattila, A. Revenue Management and the Internet: The Effect of Price Presentation Strategies on Customers’ Willingness to Book, (2009), International Journal of Hospitality Management, 26(2), 272-279.

Mount, D., & Mattila, A. (2009), “The Relationship of Reliability and Recovery to Satisfaction and Return Intent at the Hotel Unit Level”, Journal of Quality Assurance in Hospitality & Tourism, 10(4), 301-310.

Noone, B., Kimes, S. Mattila, A. & Wirtz, J. (2009), "Perceived Service Encounter Pace and Customer Satisfaction: An Empirical Study of Restaurant Experiences", Journal of Service Management, 20(4), 380-403.

Hanson, B., Mattila, A., O’Neill, J. & Kim, Y. (2009), “Rebranding and Rescaling: Effects on Hotel Performance”. Cornell Hospitality Quarterly, 50(3), 360-370.

Noone, B & Mattila, A. (2009) Consumer Reaction to Crowding for Extended Service Encounters, Managing Service Quality. 19 (1), 31-41.

Mattila, A., O’Neill, J. & Hanson, B. (2009). An Analysis of Characteristics of the U.S. Hotels Based on Upper and Lower Quartile Net Operating Income, Journal of Real Estate Finance, 25 (1), 50-54.

Mattila, A. How to Handle PR Disasters? An Examination of the Impact of Communication Response Type and Failure Attributions on Consumer Perceptions. (2009). Journal of Services Marketing, 23(4), 211-218.

Noone, B., & Mattila, A. (2009). Restaurant Crowding and Perceptions of Service Quality: The Role of Consumption Goals and Attributions, Journal of Foodservice Business Research, 12(4), 331-343.

Mattila, A., Choi, W. & Ro, H. (2009).The Joint Effects of Service Failure Mode, Recovery Effort and Gender on Customers’ Post-recovery Satisfaction, Journal of Travel & Tourism Marketing: Special Issue on Service Recovery, 26(2), 120-128.

Choi, S. & Mattila, A. (2009). Perceived Fairness of Price Differences Across Channels: The Moderating Role of Price Frame and Norm Perceptions, Journal of Marketing Theory and Practice, 17(1), 37-47.

Noone, B. & Mattila, A. (2009). Consumer Reaction to Crowding for Extended Service Encounters, Managing Service Quality, 19(1), 31-41.

Choi, S. & Mattila, A. (2009). Price Consistency versus Disparity across Multiple Channels: Influence on Consumers’ Ethicality Evaluations and Purchase Intent, Journal of Marketing Channels, 16(2), 131-145

Wang, C., Mattila, A. & Bartlett, A. (2009). An Examination of Explanation Typology on Perceived Informational Fairness in the Context of Air Travel. Journal of Travel & Tourism Marketing, 26, 795-805.

Hua, N., Mattila, S. A. & O’Neill, J. (2009) “More Marketing Expenditures, Better Hotel Financial Performance?” The Tourism Tribune. 24 (3), 82-89.


Hua, N., B. Denizki, A. Mattila & Upneja, A. (2008), “Marketing Outlays: Important Intangible Assets in the Hotel Industry”, Journal of Quality Assurance in Hospitality & Tourism, 8(4), 61-75.

Mattila A., & Wirtz, J. (2008). The Role of Environmental Stimulation and Social Factors on Impulse Purchasing, Journal of Services Marketing, 22(7), 562-567.

O’Neill, J., Hanson, B., & Mattila, A. (2008). The Relationship between Sales and Marketing Expenses and Hotel Performance in the United States, Cornell Hospitality Quarterly, 49(4), 355-363.

Patterson, P.,& Mattila A. (2008). An Examination of the Impact of Cultural Orientation and Familiarity in Service Encounter Evaluations. International Journal of Service Industry Management, 19(5), 662-681.

Bigne, E., Mattila, A. & Andreu, L. (2008). The Impact of Experiential Consumption Cognitions on Behavioral Intentions, Journal of Services Marketing, 22(4), 303-15.

Choi, S. & Mattila, A. (2008). Perceived Controllability and Service Expectations: Influences on Customer Reactions Following Service Failure, Journal of Business Research, 61(1), 24-42.

Mattila, A. & Roo, H. (2008). Discrete Negative Emotions and Customer Dissatisfaction Responses, Journal of Hospitality & Tourism Research, 32(1), 89-107.

Zhao, X. & Mattila, A. (2008). The Role of Post-Training Self-Efficacy in Customers Use of Self Service Technologies, International Journal of Service Industry Management, 19(3), 233-242.


Mattila, A. (2007). The Impact of Affective Commitment and Hotel Type on Guests’ Share of Wallet, Journal of Hospitality & Leisure Marketing, 15(4), 55-68.

Miao, Li & Mattila, A. (2007). How and How Much to Reveal? The Effects of Price Transparency on Consumers’ Price Perceptions, Journal of Hospitality & Tourism Research, 31(4), 530-545.

Noone, B., Kimes, S., Mattila, A. and Wirtz, J. (2007). The Effect of Meal Pace on Customer Satisfaction, Cornell Hotel and Restaurant Administration Quarterly, 48(3), 231-245.

Wirtz, J., Mattila, A., & Tan, R. (2007). The Role of Affective Expectations in Influencing Consumers’ Satisfaction Evaluations and In-store Behaviors, International Journal of Service Industry Management, 18(1), 6-18.

Wirtz, J., A.; Mattila, A. & Lwin, M. (2007) How Effective Are Rewards Programs in Achieving Behavioral Loyalty? Journal of Service Research, 9(4), 327-334.

Jung, D. Mattila, A. & Bai, B. (2007). Restaurant membership fees and customer choice: The effects of sunk cost and feelings of regret, International Journal of Hospitality Management, 26, 687-697.

Namasivayam, K. & Mattila, A. (2007). Accounting for the Joint Effects of the Servicescape and Service Exchange on Consumers’ Satisfaction Evaluations, Journal of Hospitality & Tourism Research, 31(1), 3-18.

O’Neill. J., Q. Xiao & Mattila, A. (2007). Suburban Hotel Development: Choosing a Franchise Brand, Case Research Journal, 26(2), 43-60.


Mattila, A. The Mitigating Effects of Explanations on Service Failures (2006). Journal of Services Marketing, 20(7), 442-453.

O’Neill, J. & Mattila, A. The Debate Regarding Profitability: Hotel Unit and Hotel Brand Revenue and Profit Relationships. (2006). Journal of Travel and Tourism Marketing, 21(2/3), 131-135.

Mattila, A. & Wirtz, J. (2006). Arousal expectations and service Evaluations, International Journal of Service Industry Management, 17(3), 229-244.

Mattila, A. (2006).Affective Commitment and Its Impact on Guest Loyalty and Frequency Reward Programs, Cornell Hotel & Restaurant Administration Quarterly, 47(2), 174-181.

O’Neill, J. & Mattila, A. (2006). Strategic Hotel Development and Positioning: The Effects of Revenue Indicators on Profitability, Cornell Hotel & Restaurant Administration Quarterly, 47(2), 146-154.

Mattila, A. & Mount. D. (2006). The Impact of Timeliness on Complaint Satisfaction in the Context of Call-centers, Journal of Hospitality & Leisure Marketing, 14(3), 5-16.

Chang, H., T. Kwak, A. Mattila, A. & Choi, Y. (2006). A Case Study to Understand the Impact of Operating Selective Menu on the Customer Satisfaction in Health Care Foodservice Operation, Journal of Foodservice Business Research., 8(1), 53-78.

O’Neill, J., Mattila, A. & Xiao, Q. (2006). Hotel Brand Performance and Guest Satisfaction: The Effect of Franchising Strategy, Journal of Quality Assurance in Hospitality & Tourism, 7(3), 25-39.

Mattila, A., Choi, S. (2006). A Cross-cultural comparison of perceived fairness and satisfaction in the context of hotel room pricing. International Journal of Hospitality Management, 25(1), 146-153.

Lin, I. & Mattila, A. (2006). Understanding Restaurant Switching Behavior – A Cultural Perspective, Journal of Hospitality & Tourism Research, 30(1), 3-15.

Choi, S. & Mattila, A. (2006). The Role of Disclosure in Variable Hotel Pricing: A Cross-cultural Comparison of Customers’ Fairness Perceptions. Cornell Hotel & Restaurant Administration Quarterly, 47(1), 27-35.


Mattila, A., & Cranage, D. (2005). The impact of choice on fairness in the context of service recovery. Journal of Services Marketing, 19(5), 271-279.

Grandey, A., Fisk, G., Mattila, A., Jansen, K. J., & Sideman, L. (2005). Is service with a smile enough? Authenticity of positive displays during service encounters. Organizational Behavior & Human Decision Processes, 96(1), 38-55.

Choi, S. & Mattila, A. (2005). Impact of Information on Customer Fairness Perceptions of Hotel Revenue Management, Cornell Hotel & Restaurant Administration Quarterly, 46(4), 444-451.

Mattila, A., & Choi, S. (2005). The impact of hotel pricing policies on perceived fairness and satisfaction with the reservation process. Journal of Hospitality & Leisure Marketing, 13(1), 25-39.

Duman, T. & Mattila, A. (2005). The role of affective factors on perceived cruise vacation value. Tourism Management, 26(3), 311-323.

Duman, T. & Mattila, A. (2005). A logistic regression analysis of discount receiving behavior in the cruise industry: Implications for Cruise Marketers. International Journal of Hospitality & Tourism Administration, 4(4), 45-57.

Jung, D. & Mattila, A. (2005).An Examination of Loyalty Rewards in the Restaurant Industry, International Contemporary Journal of Hospitality Management, 17, 402-408.


Mattila, A., & Patterson. P. (2004). The impact of culture on consumers’ perceptions of service recovery efforts. Journal of Retailing, 80, 196-206.

Mattila, A., & Wirtz, J. (2004). Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing, 18(2/3), 147-155.

Wirtz, J., & Mattila, A. (2004). Consumer responses to compensation, speed of recovery and apology after a service failure. International Journal of Service Industry Management, 15(2), 150-166.

Mattila, A. (2004). The impact of service failures on customer loyalty: The moderating role of affective commitment. International Journal of Service Industry Management, 15(2), 134-149.

Mattila, A., & Patterson. P. (2004). Service recovery and justice perceptions in individualistic and collectivist cultures. Journal of Service Research, 6(4), 336-346.

O’Neill, J., & Mattila, A. (2004). Hotel branding: Its relationship to guest satisfaction and revenues. Journal of Hospitality & Tourism Research, 28(2), 156-165.

Choi, S. & Mattila, A. (2004). Hotel revenue management and its impact on customer fairness perceptions, Journal of Revenue and Pricing Management. 2(4), 303-314.

O’Neill, J., & Mattila, A. (2004). Towards the development of a lodging service recovery strategy. Journal of Hospitality & Leisure Marketing. 11(1), 51-64.


Austin, J., Siguaw, J., & Mattila, A. (2003). An assessment of the Aaker Brand Personality Framework: Method, measurement and conceptual issues. Journal of Strategic Marketing, 11(2), 77-92.

Mattila, A. (2003). The impact of cognitive inertia on post-consumption evaluation processes. Journal of the Academy of Marketing Science, 31(3), 287-299.

Mattila, A., Grandey, A., & Fisk, G. (2003). The interplay of gender and affective tone in service encounter satisfaction. Journal of Service Research, 6(2), 136-143.

Wirtz, J., & Mattila, A. (2003). The effects of consumer expertise on evoked set and service loyalty. Journal of Services Marketing. 17(7), 649-665.

Mattila, A. & Mount, D. (2003). The role of call-centers in mollifying disgruntled guests. Cornell Hotel & Restaurant Administration Quarterly, 44(4), 75-80.

Mattila, A., & O’Neill, J. (2003). Relationships between hotel pricing, occupancy, and guest satisfaction: A longitudinal case of a midscale hotel in the United States. Journal of Hospitality & Tourism Research, 27(3), 328-341.

Mattila, A., & Mount, D. (2003). The impact of selected customer characteristics and response time on e-complaint satisfaction and return intent. International Journal of Hospitality Management, 22(2), 135-145.


Mattila, A., & Enz, C. (2002). The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.

Mount, D., & Mattila, A. (2002). Last chance to listen: Listening behaviors and their effects on call-center satisfaction, Journal of Hospitality & Tourism Research, 26(2), 124-137.

Mattila, A. (2002). The role of narratives in promoting restaurant experiences. Journal of Hospitality & Tourism Research, 26(4), 379-395.

Hyue Churn, B., & Mattila, A. (2002). A hotel – restaurant brand alliance model: Antecedents and consequences. Journal of Foodservice Business Research, 5(2), 5-24.

Mattila, A., & Wirtz, J. (2002). The impact of knowledge structures on consumer search processes. International Journal of Service Industry Management, 13(3/4), 214-230.

Kim, H., Mattila, A., & Gu, Z. (2002). Performance in real estate investment trusts: A comparative analysis of the Jensen Index. International Journal of Hospitality Management, 21(1), 85-97.

Kim, H., Gu, Z., & Mattila, A.(2002). Hotel risk features and beta determinants. Journal of Hospitality & Tourism Research, 26(2), 138-154.


Mattila, A. (2001). Do emotional appeals work for hotels? An exploratory study. Journal of Hospitality and Tourism Research, 25(1), 31-45.

Mattila, A. (2001). A product category risk on service satisfaction. International Journal of Hospitality Management, 20(1), 29-43.

Mattila, A, & Wirtz, J. (2001). Congruency of scent and music as a driver of in-store evaluations and behavior. Journal of Retailing, 77, 289-293.

Wirtz, J., & Mattila, A. (2001). The impact of expected variance in performance on the satisfaction process. International Journal of Service Industry Management, 12(4), 342-358.

Mattila, A. (2001). The impact of relationship type on customer loyalty in a context of service failures. Journal of Service Research, 4(2), 91-101.

Wirtz, J. & Mattila, A. (2001). Exploring the role of alternative performance measures and needs-congruency in the consumer satisfaction process. Journal of Consumer Psychology, 11(3), 181-192.

Mattila, A., Apostolopoulos, Y., Sonmez, S., Yu, L., & Sasidharan, V. (2001), The impact of gender and religion on college students’ spring-break behavior. Journal of Travel Research, 40(2), 193-201.

Mattila, A. (2001). The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583-596.

Mattila, A. (2001). Emotional bonding and restaurant loyalty. Cornell Hotel and Restaurant Administration Quarterly, 42(6), 73-79.

Mattila, A., & Wirtz, J. (2001). The moderating role of expertise in consumers’ evaluations of credence goods. International Quarterly Journal of Marketing, 1(2,3 & 4), 281-292.


Mattila A. (2000). When does mood matter? Journal of Hospitality & Leisure Marketing, 7(3), 55-66.

Mattila, A. (2000). The impact of culture and gender on customer evaluations of service encounters. Journal of Hospitality & Tourism Research. 24(2), 263-273.

Mount, D., & Mattila, A. (2000). The final opportunity: The effectiveness of a customer relations call center in recovering hotel guests. Journal of Hospitality & Tourism Research, 24(4), 514-525.

Mattila, A., & Wirtz, J. (2000). The impact of preconsumption affect on service satisfaction. Psychology & Marketing, 17(7), 587-605.

Mattila, A. (2000). The role of narratives in advertising of services. Journal of Service Research, 3(1), 35-45.

Wirtz, J., Mattila, A., & Tan, R. (2000). The moderating role of target-arousal on the impact of affect on satisfaction – An examination in the context of service experiences. Journal of Retailing, 71(3), 347-65.

Mattila, A. & Ranjeva, J.P. (2000), Roccoco – The New York Hotel, Case Research Journal, 20(2), 153-168.


Mattila, A. (1999). Do emotional appeals work for services? International Journal of Service Industry Management, 10(3), 292-306.

Mattila, A. (1999). An examination of factors affecting service recovery in a restaurant setting. Journal of Hospitality & Tourism Research, 23(3), 284-298.

Mattila, A. (1999). An analysis of Means-End hierarchies in a cross-cultural context: What motivates Asian and Western business travelers to stay at luxury hotels? Journal of Hospitality & Leisure Marketing, 6(2), 19-28.

Siguaw, J., Mattila, A., & Austin, J. (1999). Brand personality in a food service context. Cornell Hotel and Restaurant Administration Quarterly, 40(3), 48-55.

Mattila, A. (1999). The role of culture in the service evaluation process. Journal of Service Research, 1(3), 250-261.

Mattila, A. (1999). An examination of customers value perceptions of luxury hotels. Cornell Hotel and Restaurant Administration Quarterly, 40(1), 40-47.

Mattila, A. (1999). The role of culture and purchase motivation in service encounter evaluations. Journal of Services Marketing, 13(4/5), 376-389.


Mattila, A. (1998). An examination of consumers use of heuristic cues in making satisfaction judgments. Psychology & Marketing, 15(5), 477-501.

Mattila, A. (1997). An overview of the current hotel investment climate in Asia. Cornell Hotel and Restaurant Administration Quarterly, 38(1), 72-78.

Mattila, A. (1997). Do frequent business travelers act as cognitive misers? Hospitality Research Journal, 20, 65-82.

Mattila, A. (1997). The role of accessibility of prior judgments in biasing consumers’ post-purchase evaluations and behavior. Asian Journal of Marketing, 6(1), 23-39.

Book Chapters

Mattila, A. (2015). The Role of Choice and Gender in the Service Recovery Process: A Comparison Between Hedonic and Utilitarian Recovery Options. In Revolution in Marketing: Market Driving Changes. Springer International Publishing, pp. 166-166.

Yang, W., & Mattila, A. (2015). Do you Still Love your Favorite Luxury Brand? The Impact of Consumer Characteristics and Purchase Type on Luxury Divergence. In Ideas in Marketing: Finding the New and Polishing the Old . Springer International Publishing, pp. 804-804.

Mattila, A. (2013). Restoring justice : An examination in the marketing context, in The Routledge Companion to the Future of Marketing, L. Moutinho, E. Bigne and A. Manrai (eds), Taylor & Francis.

Andreu, L., Casado, A. & Mattila, A. (2012): "Efectos del ciberostracismo en el comportamiento de queja online", in Vázquez, R., Trespalacios, J.A. & González, C. (eds.). Estrategias multicanal en el ámbito de la distribución: fabricante y distribuidor preocupados por ofrecer nuevas experiencias de compra diferenciadas". Cátedra Fundación Ramón Areces de Distribución Comercial, Oviedo, pp. 225-235.

Andreau, L. Mattila, A. & Allds, J. (2011). Effects of Message Appeal When Communicating CSR Initiatives, Advances in Advertising Research, Vol III, S. Okazaki (Ed.), Gabler Research.

Mattila. A. How Do We Measure Performance at the Firm and Unit Level? Cornell Handbook of Applied Hospitality Research , C. Enz (Ed), Sage. (forthcoming)

Ro, H. & Mattila, A. A cognitive emotion-effort model of complaining behavior, Tourist Satisfaction and Complaining Behaviors: Measurement & Management Issues in The Tourism and Hospitality Industry (forthcoming)

Shoemaker, S. & Mattila, A. Pricing in Services, (2009), Handbook of Pricing Research in Marketing, V. Rao (Ed), Edward Elgar Publishing, Northampton, MA, pp. 535-556.

Mattila, A. & Ro, H.(2008) Customer satisfaction, service failure, and service recovery, Handbook of Hospitality & Tourism Marketing, Ed. A. Pizam & H. Oh, Elsevier:NY. 296-323.

O’Neill, J. and Mattila, A. (2008). Recent Findings Regarding Hotel Brand and Strategy, Handbook of Hospitality Strategic Management, Eds. M. Olson & A. Pizam, Elsevier:NY.203-214.

O’Neill, J. and Mattila, A. (2008). A Study of Hotel Service Recovery Strategy. Tourist Satisfaction and Complaining Behavior, 205-216.

Luders, S., L. Andreu and Mattila, A. (2008). Implementing Services in Pricing Decisions to Enhance Customer Relationships, Advances in Doctoral Research in Management, Ed. L. Moutinho & K. Huarng, World Scientific:NJ. 129-148.

Editorial Boards

Associate Editor - Cornell Hospitality Quarterly
Journal of Business Research
Journal of Service Research
Journal of Service Management
Managing Service Quality
Tourism Management
Journal of Foodservice Business Research
International Journal of Hospitality Management
International Contemporary Journal of Hospitality Management

Ad Hoc Reviewer

Journal of Consumer Research
Journal of Marketing
Journal of Retailing
Annals of Tourism Research
Journal of the Academy of Marketing Science
Journal of International Consumer Marketing