Mattila, Anna S.

Consumer responses to compensation, speed of recovery and apology after a service failure

Wirtz, J., & Mattila, A. S. (2004) · International Journal of Service Industry Management

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 725

The role of affective factors on perceived cruise vacation value

Duman, T., & Mattila, A. S. (2005) · Tourism Management

Cruise Tourism Development and ManagementCustomer Service Quality and Loyalty

Cited by 652

To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?

Choi, S., Mattila, A. S., & Bolton, L. E. (2021) · Journal of Service Research

AI in Service InteractionsCustomer Service Quality and Loyalty

Cited by 502

Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts

Mattila, A. S., & Patterson, P. G. (2004) · Journal of Service Research

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 325

The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences

Wirtz, J., Mattila, A. S., & Tan, R. L. P. (2000) · Journal of Retailing

Customer Service Quality and LoyaltyConsumer Retail Behavior Studies

Cited by 319

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

Mattila, A. S., & Cranage, D. (2005) · Journal of Services Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 194

The impact of selected customer characteristics and response time on e-complaint satisfaction and return intent

Mattila, A. S., & Mount, D. J. (2003) · International Journal of Hospitality Management

Customer Service Quality and LoyaltyDigital Marketing and Social Media

Cited by 151

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

Mattila, A. S. (2006) · Journal of Services Marketing

Customer Service Quality and LoyaltyService and Product Innovation

Cited by 122

The Role of Disclosure in Variable Hotel Pricing: A Cross-Cultural Comparison of Customers’ Fairness Perceptions

Choi, S., & Mattila, A. S. (2006) · Cornell Hotel and Restaurant Administration Quarterly

Consumer Market Behavior and PricingCustomer Service Quality and Loyalty

Cited by 86

THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION

Mattila, A. S., Cho, W., & Ro, H. (2009) · Journal of Travel & Tourism Marketing

Customer Service Quality and LoyaltyAI in Service Interactions

Cited by 49

The Final Opportunity: The Effectiveness of a Customer Relations Call Center in Recovering Hotel Guests

Mount, D. J., & Mattila, A. (2000) · Journal of Hospitality & Tourism Research

Customer Service Quality and LoyaltyDiverse Aspects of Tourism Research

Cited by 42