Anna S. Mattila

Research Statement

AI generated · Oct 28, 2026

Anna S. Mattila's indexed work centers on how affect and environment shape consumer evaluations in service and hospitality settings. Her most-cited first-author studies examine scent–music congruency as a driver of in-store evaluations and behavior and the role of emotions in service encounters, the latter a foundational treatment of affect in service research. Related work extends this affective lens to consumer responses to compensation, speed of recovery, and apology after service failure and to the role of culture in the service evaluation process, suggesting a sustained interest in how emotional and cultural factors condition satisfaction and recovery judgments. Beyond these lead-author contributions, her portfolio includes middle-author work on the authenticity of positive displays during service encounters and on how consumers react to robot service failure and recovery, the latter reflecting a more recent turn toward AI-mediated service interactions. Earlier and adjacent studies address affective factors in perceived cruise vacation value and emotional bonding and restaurant loyalty. No software, datasets, patents, or grants are indexed beyond her publications. Taken together, the listed works trace a consistent line of inquiry into the emotional, sensory, and relational underpinnings of service and hospitality consumption.

Most Cited Works

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

Sungwoo Choi, Anna S. Mattila, Lisa E. Bolton

Journal of Service Research2020

500Citations

Thinking Skills Don’t Protect Service Workers from Replacement by Artificial Intelligence

Darina Vorobeva, Yasmina El Fassi, Diego Costa Pinto, Diogo Fajardo Nunes Hildebrand, Márcia Maurer Herter, Anna S. Mattila

Journal of Service Research2022

123

Research Areas

Customer Service Quality and LoyaltyConsumer Behavior in Brand Consumption aDiverse Aspects of Tourism ResearchAI in Service InteractionsConsumer Market Behavior and Pricing

Affiliations & Education

Education

1991–1998
Cornell University(US)
PhD

Employment

1999–2026
Pennsylvania State University(US)
Marriott Professor of Lodging Management · School of Hospitality Management

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Sources