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ACCEPTED FOR PUBLICATION Mattila, A. How to Handle PR Disasters? An Examination of the Impact of Communication Response Type and Failure Attributions on Consumer Perceptions. Journal of Services Marketing. Choi, S. & Mattila, A. Price Consistency versus Disparity across Multiple Channels: Influence on Consumers’ Ethicality Evaluations and Purchase Intent, Journal of Marketing Channels. Hua, N., B. Denizki, A. Mattila & Upneja, A. Marketing Outlays: Important Intangible Assets in the Hotel Industry, Journal of Quality Assurance in Hospitality & Tourism. Noone, B. & Mattila, A. Consumer Reaction
to Crowding for Extended Service Encounters, Managing Service
Quality PUBLISHED
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. 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. 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. 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. O’Neill. J., Q. Xiao & Mattila, A. (2007). Suburban Hotel Development: Choosing a Franchise Brand, Case Research Journal, 26(2), 43-60. 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. 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. 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. & 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: Findings Regarding Revenue Indicators and Profitability, Cornell Hotel & Restaurant Administration Quarterly, 47(2), 146-154. 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. 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 & 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. 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. Lin, I. & Mattila, A. (2006) - Understanding Restaurant Switching Behavior – A Cultural Perspective, Journal of Hospitality & Tourism Research, 30(1), 3-15 Cranage, D. & Mattila, A. (2006) Service recovery and pre-emptive strategies for service failure both lead to customer satisfaction and loyalty - but for different reasons. Journal of Hospitality & Leisure Marketing. 3/4, 161-181 Grandey, A., Fisk, G., Mattila, A., & Sideman, L. (2005) - Is that smile for real? Reactions to affective displays during service encounters. Organizational Behavior and Human Decision Processes. 96(1), 38-55.
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.
Duman, T., & Mattila, A. (2005) - The role of affective factors on perceived cruise vacation value. Tourism Management. 26(3), 311-323.
Mattila, A., & Choi, S. (2005) - The impact of pricing information on guest satisfaction and fairness perceptions. Journal of Hospitality & Leisure Marketing. 13(1), 25-39. 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., (2004). - Consumer behavior research in hospitality & tourism journals. International Journal of Hospitality Management. 23(5), 449-458. Mattila, A., & Wirtz, J.(2004) - Consumer complaining to firms: The determinants of channel choice. Journal of Services Marketing. 18(2/3), 147-155.
Mattila, A., & Patterson. P. (2004) - Service recovery and justice perceptions in individualistic and collectivist cultures. Journal of Service Research. 6(4), 336-346.
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.
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) - Hotel branding: Its
relationship to
guest satisfaction and revenues. Journal of Hospitality
&
Tourism Research. 28(2), 156-165.
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 role of gender and affective tone in consumers’ service encounter evaluations. 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.
Austin, J., Siguaw, J., & Mattila (2003) - A. An assessment of the Aaker brand personality framework: Method, measurement and conceptual issues. Journal of Strategic Marketing. 11(2), 77-92.
Cornell Hotel & Restaurant Administration Quarterly. 44(4), 75-80.
Mattila, A & O’Neill, John (2003)- Relationship Between Hotel Room Pricing, Occupancy and Guest Satisfaction: A Longitudinal Case of a Midscale Hotel. Journal of Tourism & Hospitality 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. (2002)-
The role of narratives in promoting restaurant experiences.
Boo Hyue Churn & 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.
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, & Enz, C. (2002) - The role of emotions in service encounters. Journal of Service Research, 4(4), 268-277.
Kim, H., Gu, Z. & Mattila, A.(2002) - Hotel risk features and beta determinants. Journal of Hospitality & Tourism Research, 26(2), 138-154.
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.
Mattila, A. & Wirtz, J. (2001) - The moderating role of expertise in consumers’ evaluations of credence goods. The International Quarterly Journal of Marketing, 1(2,3&4), 281-292.
Mattila, A. (2001) - Emotional bonding and restaurant loyalty. Cornell Hotel and Restaurant Administration Quarterly, 42(6), 73-79.
Mattila, A. (2001) - The effectiveness of service recovery in a multi-industry setting. Journal of Services Marketing, 15(7), 583-596.
Mattila, A., Apostolopoulos, Y., Somez, 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.
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. (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) - The impact of expected variance in performance on the satisfaction process. International Journal of Service Industry Management, 12(4), 342-358.
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.
Mattila, A. (2001) - A product category risk on service satisfaction. International Journal of Hospitality Management, 20(1), 29-43.
Mattila, A. (2001) - Do emotional appeals work for hotels? An exploratory study. Journal of Hospitality and Tourism Research, 25(1), 31-45.
Mattila, Anna & Jean-Pierre Ranjeva. (2000) "Roccoco - the New York Hotel", Case Research Journal. 20(2), 153-168.
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. (2000) - The role of narratives in advertising of services. Journal of Service Research, 3(1), 35-45.
Mattila, A., & Wirtz, J. (2000) - The impact of pre-consumption affect on service satisfaction. Psychology & Marketing, 17(7), 587-605.
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. (2000) - The impact of culture and gender on customer evaluations of service encounters. Journal of Hospitality & Tourism Research. 24(2), 263-273.
Mattila A. (2000) - When does mood matter? Journal of Hospitality & Leisure Marketing, 7(3), 55-66.
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. (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 in the service evaluation process. Journal of Service Research, 1(3), 250-261.
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) - 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.
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) - Do
emotional appeals work for services?
Mattila, A. (1998) - An examination of consumers use of heuristic cues in making satisfaction judgments. Psychology & Marketing, 15(5), 477-501.
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.
Mattila, A. (1997) - Do frequent business travelers act as cognitive misers? Hospitality Research Journal, 20, 65-82.
Mattila, A. (1997) - An overview of the current hotel investment climate in Asia. Cornell Hotel and Restaurant Administration Quarterly, 38(1), 72-78.
BOOK CHAPTERS Mattila, A. & Ro, H. Customer satisfaction, service failure, and service recovery, Handbook of Hospitality & Tourism Marketing. O’Neill, J. and Mattila, A.
Recent Findings Regarding Hotel Brand and Strategy, Handbook
of Hospitality Strategic Management. 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 Shoemaker, S. & Mattila, A. Pricing in Services, Handbook on Research on Pricing. Luders, S., L. Andreu & Mattila, A. Implementing services in pricing decisions to enhance the customer relationship – A framework for price setting. Advances in Doctoral Research in Management (Vol 2).
EDITORIAL BOARD Journal of Business Research Journal of Service Research Cornell Hotel & Restaurant Administration Quarterly Managing Service Quality (Advisory Board)
International Journal of Revenue Management (Regional Editor)
International
Journal of Hospitality Management International Journal of Hospitality Management Advances in Hospitality & Leisure
AD HOC REVIEWER
Journal
of
Consumer Research Journal
of
Retailing Psychology
&
Marketing Decision
Sciences International Quarterly Journal of Marketing International
Review of Retail, Distribution and Consumer Research
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