Anna Mattila

Anna Mattila
Pennsylvania State University | Penn State · School of Hospitality Management

Ph D - Cornell University

About

331
Publications
353,117
Reads
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20,359
Citations
Citations since 2016
128 Research Items
12774 Citations
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Introduction
Anna Mattila currently works at the School of Hospitality Management, Pennsylvania State University. Anna does research in Services Marketing, Social Media , Technology-assisted Service Encounters and Healthy Eating.

Publications

Publications (331)
Article
Corporate charitable giving (CCG) is increasingly pervasive in the global hospitality industry. Among various subtypes of CCGs, many hospitality companies request donations from customers during the service delivery or payment process to encourage customer engagement and co-created social responsibility. Karma—the implicit belief that the universe...
Article
Purpose With the recent surge of plant-based menu items, it is critical to understand how to effectively communicate such products to consumers. This study aims to examine the impact of various descriptive names on consumers’ responses to novel meat alternatives in China, one of the emerging yet unexplored markets. Design/methodology/approach Two...
Article
Purpose This research examines how construal level shapes the effectiveness of rational (vs emotional) messages for inducing cessation behaviors. Concrete mindsets foster self-improvement goals, whereas abstract mindsets boost self-relevance goals. Design/methodology/approach In four studies, this research examines the moderating role of construal...
Article
The recent surge of plant-based menu items offers new opportunities for individuals who want to join the fight against climate change. However, it is unknown whether environmental awareness will affect consumer responses to these new foods, and if so, what interventions will be more effective in increasing such awareness. We conducted two studies t...
Article
Corporate sociopolitical activism (CSA), as an emerging marketing strategy, can lead to divergent consumer responses. However, there is limited empirical research investigating how the various elements of CSA can be incorporated to create compelling campaigns. To fill this void, this research examines two important, yet unexplored CSA dimensions, p...
Article
While the restaurant industry is seeing an unprecedented rise of ethnic restaurants, the existing hospitality literature provides little guidance on how to enhance perceived uniqueness of ethnic menu offerings through visual design. The present research offers an innovative marketing strategy (i.e., using real handwriting in menus) to boost consume...
Article
Based on the conservation of resource theory (COR), this study investigates the impacts of job crafting and psychological resilience on emotional labor and the mediating role of an individual's service orientation. A survey was conducted on more than 300 customer-contact employees in China using a two-wave longitudinal study. The results demonstrat...
Article
Being green has become a focus in hospitality as evidenced by the rise of sustainable tourism in general and green hotels in particular. The current research examines the impact of willingness to sacrifice for the environment on green hotel evaluations and demonstrates that consumers high in willingness to sacrifice are more likely to embrace green...
Article
Full-text available
While prior research indicates that establishing interpersonal interaction with customers is mostly beneficial, this work reveals that the impact of social ties depends on relationship norms (communal vs. exchange). In three studies, including a real-world field dataset (N = 87,615 customers), the current investigation demonstrates the conditions u...
Article
Purpose The present research examines the interaction between explanation type and regulatory focus on informational justice (IJ) and satisfaction with service recovery. Design/methodology/approach The authors conducted two experiments with 538 respondents. Findings The findings imply that the effectiveness of the explanation type depends on the...
Article
Considerable research has demonstrated the positive effects of handwritten font styles on product attachment and word-of-mouth behavior. However, few studies examined whether these positive effects can be mitigated or even reversed. The purpose of this study is to fill this knowledge gap by identifying several boundary conditions (communal orientat...
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Full-text available
Despite the documented benefits of Artificial Intelligence (AI) to the service industry, the service employees’ fear of being replaced by AI continues to be a major concern as we transition to the Feeling Economy. This paper builds upon the Feeling Economy framework and the social comparison theory to examine how different service-related tasks (th...
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Full-text available
While recent research on sustainability communication demonstrates the relevance of message framing, research on the effects of message framing on consumers’ emotions is scant. Using the Stimulus-Organism-Response (S-O-R) framework, this paper examines the impact of environmental advertisements (stimuli) on two discrete emotions – hope and guilt –...
Article
Purpose The purpose of this study is to investigate the interactive effect of timing and framing of hotel’s upselling message on consumer attitudes toward the message. The mediating role of reactance between the timing of upselling message and consumer attitudes is also explored. Design/methodology/approach A 2 (timing: immediately after the booki...
Article
Purpose The purpose of this paper is to apply the concept of holistic wellness to a postpartum care resort experiencescape to enhance women’s health and well-being. Several relevant theories are highlighted to demonstrate how to design a soothing postpartum care experiencescape. This paper also discusses the notion of regenerative business practice...
Article
How do consumers make purchase decisions for novel food products? This research demonstrates the importance of supermarket credibility as a heuristic cue influencing consumers’ purchase decisions. We used a 2 (supermarket type: specialty store vs. conventional store) x 2 (food familiarity: novel vs. familiar) x 3 (price: high, average, low) between...
Article
Recently, many firms that have caused direct pollution to the environment have begun to think about the necessity of environmental management. As buildings have played an important role in environmental issues, the real estate industry can no longer ignore demands for environmental management. Research on environmental management has mainly focused...
Article
In a series of three studies, we explore the effectiveness of two types of discount frames—add-on discount frame (ADF) and bundle discount frame (BDF)—in driving consumers’ purchase intentions for cross-category, add-on travel bundles. Consistent with the analytical mindset induced by a utilitarian core product, we found that an ADF is most effecti...
Article
While many retailing businesses have responded to the Covid-19 crisis by instituting various new rules, there is scant research examining how to effectively communicate such preventive measures to customers. This study investigates the joint effect of policy type (mandatory versus voluntary) and message framing (appreciation versus apology) on cust...
Article
Purpose Although academics and retail managers share a common belief that crowded stores generate more sales, there is a growing concern about the negative impact of retail crowding on customer relationship management (CRM). This research aims to understand the underlying processes driving the effect, and it explores potential moderators that may m...
Article
Consumers use aesthetics bias to judge the risk of their food intake, having an important impact on food waste of less appealing food (i.e., aesthetically imperfect foods). In six studies, this research adds to past work by revealing that when the aesthetics bias is applied to food targets, consumers make risk inferences for imperfect (vs. perfect)...
Article
The focus of the peer-to-peer in tourism (Airbnb) has shifted recently from personal peer providers (i.e., individuals that rent a room) to commercial peer providers (i.e., companies that manage several Airbnb lodgings). While prior research encourages peer service providers (Airbnb hosts) to focus on social interactions, there is scant research on...
Article
The emergence of peer-to-peer accommodations has revolutionized the hospitality industry. Yet, research on peer-to-peer service failures and consumer forgiveness remains scant. This paper shows that relationship type—whether communal ("Airbnb host") or exchange ("hotel")—influences consumer forgiveness in a post-recovery context. Across five studie...
Article
Are rational (emotional) advertising appeals more congruent with healthy (indulgent) products? Prior research shows inconsistent results on the congruency effect between appeal type and product category. This study sheds light on this topic by examining the moderating effect of two psychological states (i.e., feelings of uncertainty and powerlessne...
Article
Although cool brands are increasingly popular in the marketplace, there is scant research examining generational differences in consumers’ coolness perceptions. To address this gap, the present research investigates consumers’ perceived coolness of hotels and the consequent brand attitudes among four generations of consumers. Our findings suggest t...
Article
This research examines the joint effect of plate shape and plate placement in the context of multiple Korean side dishes, called banchan. Our findings indicate that, when side dishes are presented in an organized manner, round (vs. square) plates elicit more favorable attitudes toward the restaurant. When presented in a less organized manner, there...
Article
While the recent surge of meat-like items on restaurant menus has received considerable attention, little is known how to encourage consumers to choose such novel dishes. To address this gap, we investigate the role of various communication strategies in making plant-based menu items more attractive. The results from Study 1 suggest that using a so...
Article
Service robots (SR) are increasingly valued and embraced; they are here to stay. Research on collaborative intelligence to better understand robotic-human partnerships is scarce. To bridge that gap this study aimed to examine the value of SR from the guest’s perspective, thus gain a deeper understanding of the co-value creation process in the conte...
Article
Tourism managers have a long-held belief that preferential recovery helps mitigate customers’ negative reactions following a service failure. This research investigates the joint effects of recovery type (preferential vs. non-preferential) and status (high vs. low) on customer responses. Five experiments provide converging evidence to show that low...
Article
Engaging consumers in prosocial practices can increase their favorable responses toward a company. We suggest that cuteness cues of a third party (i.e., neither beneficiary nor benefactor) spur consumer engagement in such practices. It is well-known that a cute X stands a higher chance of being helped than a non-cute Y. This research examines a nov...
Article
One of the prominent features of Korean cuisine is its use of small side dishes (called banchan), which are offered free of charge, a feature that should appeal to price-conscious, variety-craving US consumers. As little is known about how these side dishes and their presentation style influence diners’ perceptions of Korean cuisine, the goal of th...
Article
Prior research demonstrates that consumers are more likely to donate when asked to round up their total bill to the next whole dollar (vs. donate a flat-dollar amount). However, there is scant research demonstrating boundary conditions for the effectiveness of round-up donations. The purpose of this study is to fill this knowledge gap by suggesting...
Article
Full-text available
We conducted a randomized controlled field study to explore the effectiveness of sensory marketing on beverage consumption patterns in a real bar setting. Specifically, we examined (a) the effect of visual elements (i.e., consumption-inducing text messages on coasters), (b) the effect of social density, and (c) the joint effect of visual elements a...
Article
Loyalty reward members who redeem their reward points for materials/experiences may perceive themselves as “smart shoppers.” The purpose of this study is to illustrate the effect of smart shopper self-perceptions on word-of-mouth behaviors and to demonstrate emotional attachment as the mechanism underpinning such an effect. Study 1 used a recall-ba...
Article
For many hospitality businesses, environmental lighting design can be a powerful tool to be leveraged to stage the servicescape when creating marketing collateral to attract customers. Addressing this underexplored topic, the current research examines how and why focal and general lighting designs, as presented in the restaurant's ambient images, i...
Article
Purpose The purpose of this paper is to discuss some common pitfalls in experimental research in the field of hospitality and tourism. It aims to offer recommendations on how to avoid such problems to enhance theory development. Findings This paper highlights some common pitfalls in hospitality research regarding manipulations, samples and data an...
Article
Robots are the next wave in service technology; however, this advanced technology is not perfect. This research examines how social perceptions regarding the warmth and competence of service robots influence consumer reactions to service failures and recovery efforts by robots. We argue that humanoid (vs. nonhumanoid) service robots are more strong...
Article
Purpose This article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship quality and perceived value, as well as its indirect influence on repatronage intentions. Recent studies sugge...
Article
The emergence of various service technologies has reshaped how today’s customers interact with the service provider. The current research proposes a service matrix delineating various types of service encounters along two dimensions: touch (the extent to which customers directly interact with frontline employees) and tech (the intensity of technolo...
Article
In this editorial, we offer a critical assessment of the service failure and recovery (SFR) literature and suggest that the field is at a crossroads in terms of growth and relevance. Specifically, we address two key questions: (1) What is the current state of the field? (2) What avenues should SFR researchers pursue to promote a new stage of succes...
Article
Despite the prevalent use of savings messages (e.g., “get $x off” and “save $x”), no previous tourism and hospitality research has examined their effect on consumer responses. To fill that void, this study investigates the joint effect of savings message type (gain-framed vs. nonloss-framed) and weather conditions (sunny vs. rainy) on consumer atti...
Article
Understanding customer responses to service failures enable practitioners to minimize the negative impact of service failures. The purpose of this study is to examine the joint effect of service failure type and culture (power distance) on two discrete negative emotions and investigate the mediating role of discrete negative emotions in driving fac...
Article
The growing reliance on the Internet as an information source for services raises the need for more research focusing on electronic word of mouth (eWOM). Drawing on construal level theory and the sunk costs fallacy, we examine how psychological distance and prior investments in information search influence service consumers’ reactions to negative e...
Preprint
Full-text available
Purpose: This article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship quality and perceived value, as well as its indirect influence on repatronage intentions. Recent studies sugg...
Article
Research shows that offering monetary compensation is effective in restoring customers’ equity perceptions following a service failure. However, little is known about loyalty reward program members’ responses to various types of recovery options. This study fills this important void by investigating two types of compensation: a discount coupon (in...
Article
There is scant research on the impact of unionization on hospitality employees’ job security, health, and working conditions. This research explores employees’ beliefs of costs and benefits of unionization in hospitality organizations given that previous research has mainly focused on its influence on the firm and the industry. The findings of this...
Article
Purpose The purpose of this study is to investigate the interactive effect of social crowding and solo consumers’ sense of power on attitudes toward the restaurant menu with popularity and scarcity cues. Design/methodology/approach In total, 181 US consumers were recruited. Using a quasi-experimental design, social crowding and promotional cues on...
Article
Engaging consumers in a firm’s prosocial initiatives can generate favorable responses. As such, cause-related marketing (CRM) advertisements typically employ various content and design elements to engage consumers. However, the appropriate integration of advertising elements has gained little research attention. To fill this void, this study focuse...
Article
Contributing to a relatively new stream of literature connecting grit to organizational retention, this research note examined how internal employability perceptions interacted with a manager’s grittiness to predict professional mobility intentions (turnover and change career intentions). Retention is a salient concern within the U.S. hospitality i...
Article
Tourists often brag about their exclusive vacations, preferential treatments, and extraordinary adventures on social media. However, the existing digital marketing literature offers little guidance on whether bragging is an effective communication strategy. The current research investigates the joint effect of bragging type (bragging vs. humblebrag...
Article
Customer complaints play an important role in firm performance as complaints enable service recovery and provide feedback for new product development. This study is among the first to investigate the impact of customer compassion on face-to-face complaints and online review posting behaviors following a service failure. Using an experimental design...
Article
Despite the widespread use of “buy one get one free” (BOGOF) and “multi-unit price” (MUP, e.g., buy two get 50% off, 2 for $Y/2) promotions in the hospitality industry, no prior research has compared their effectiveness. The current study examines consumers’ purchase intention as a function of (a) BOGOF vs. MUP promotions and (b) rational thinking...
Article
Purpose The purpose of this paper is to examine the impact of arousal fit between music (auditory cues) and plate color (visual cues) on food evaluations. Design/methodology/approach A 2 (background music: high vs low arousal) ×2 (plate color: high vs low arousal) between-subjects experimental design was employed to test the hypotheses. Participan...
Article
Consumers make Airbnb choices not only based on property features but also based on host characteristics. However, very limited studies have examined how consumers respond to the gender of the Airbnb host. To fill that gap, this study examines the impact of gender congruity on consumers’ Airbnb booking intentions by using a 2 host gender (male vs....
Article
Despite the widespread use of recommendation labels on restaurant menus, no prior research has investigated their impact on diners’ menu decisions. To bridge that gap, this study examines the joint effect of recommendation type (chef recommended vs. most popular) and culture (individualistic vs. collectivistic) on diners’ purchase intention. The re...
Article
Despite the prevalence of a common belief associating healthy eating with high status, the effect of such an intuitive association on consumer behavior remains unexamined. To fill this void, this research explores status signaling in a restaurant context. Two studies were conducted to examine the impact of consumers’ need for status on their prefer...
Article
Advancing a nascent stream of research linking grit to employment retention, this article investigated how job insecurity interacted with a person’s level of grit to predict turnover intentions and career change intentions of hotel managers. Based on a confirmatory factor analysis, grit was found to be a valid higher order construct that had an eff...
Article
Online booking is one of the most popular ways of making reservations for hotel guests. Thus, hoteliers are paying increasing attention to hotel website information presentation and design. The purpose of this study, then, is to examine the joint influence of choice set size and information filtering mechanisms on consumers’ decision confidence tow...
Article
Drawing on the innovation diffusion theory and conspicuous consumption theory, this study examines the post-usage responses from customers with varying levels of need for status after using mobile apps of different levels of social visibility. Contrary to some industry opinions, this research shows that a mobile app with low levels of social visibi...
Article
Given the increasing presence of humanoid service robots at airports, hotels and restaurants, the current study investigates how consumers’ interdependent self-construal and technology self-efficacy jointly influence their reactions to service machines with humanlike features in a service failure context. The results demonstrate that consumers show...
Article
This research investigates whether customers’ preferences for a certain diet (vegetarianism) may extend to another indirectly related hospitality choice (lodging at a green hotel). The study results show that, compared with non-vegetarians, vegetarian customers demonstrate higher level of green values and are more likely to choose a green hotel. Th...
Article
In service encounters, employees’ emotional displays, such as smiling, play a critical role in creating positive impressions. Whereas prior research has examined the impact of displaying authentic emotional expressions on service encounter satisfaction, empirical research on the joint impact of smile intensity and the service provider’s gender is s...
Article
Purpose While online reviews are of paramount importance in brand evaluations and purchase decisions, the impact of a reviewer’s attractiveness is not well understood. To bridge that gap, this paper aims to explore how physical attractiveness cues through profile photos influence customers’ brand evaluations. Design/methodology/approach The first...
Article
Purpose The purpose of this study is to examine the impact of the donation appeals requiring physical effort on consumers’ willingness to donate in the context of corporate social responsibility (CSR) initiatives. Moreover, this paper investigates the moderating role of donation proximity on consumers’ attitudinal and behavioral responses to CSR in...
Article
While Apple Pay as a payment method has become increasingly popular in the hospitality industry, there is scant research examining the psychological processes associated with its use. To address this gap, the present research investigates the interplay between payment method (Apple Pay vs. card payment) and service encounter outcome (success vs. fa...
Article
Recently, the restaurant industry has witnessed an unprecedented rise of healthy restaurant brands. However, the existing literature offers little guidance on how to effectively leverage such brands in the marketplace. To address this gap, the current research examines a novel marketing strategy (i.e., using handwritten typeface on menus) that enha...
Article
As tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light on this issue, the present study explores the impact of tattooed restaurant servers in the context of service failures. Through the agency and communion theory, we propose that a female server with tattoos induces higher levels of...
Article
The question of how customers use reference prices is a central issue in the lodging industry. This research examines the effect of one’s psychological state, namely sense of power, on the relative use of two reference prices in price evaluations. The study used 2 (power: high vs. low) × 2 (reference price: internal vs. external) × 2 (reference pri...
Article
In response to the increasing demand for organic food, restaurants have begun to add such options to their menus. To illuminate the impact of organic food choices in a restaurant context, this research examines the joint effect of an initial organic food choice, gender and health consciousness on subsequent food choices (healthy vs. unhealthy). The...
Article
Purpose Previous research indicates that dissatisfied consumers in other countries react differently as compared to those in the USA, due to their cultural orientation. These studies, however, have not recognized that retail policies (regarding returns and exchanges) in the USA are much more liberal and “consumer friendly” than in other parts of th...
Article
Given the healthy eating trends and the growing popularity of Asian cuisines in the USA, this research investigates the interaction effect of gender and two types of health cues, namely core menu attribute (perceived healthiness-chicken vs. beef) and menu background color (green vs. white) on consumer attitudes toward Korean dishes. Our findings in...
Article
Prior research demonstrates that status demotion in the loyalty reward program heightens negative emotions, particularly when demotion is due to changes in company policies. In this research, we argue that such negative emotions are likely to spillover to evaluations of post-demotion promotions. We further argue that such spillover effects should b...
Article
Solo consumption contributes 1.9 trillion dollars to the US economy annually. However, there is scant research understanding solo consumption experiences. To fill this gap, we investigate the joint effect of spatial distance and other diners on enjoyment in solo dining. Results from Study 1 show that, when the spatial distance between the dining ta...
Article
Purpose Though social trends are driving consumers toward solo consumption of various services, many are reluctant to do so. There is little guidance for service providers as to how to effectively induce solo consumption. This study aims to examine the joint effect of self-esteem and an incidental similarity cue (e.g. a person’s initials) on antic...
Article
Many consumers rely on summary statistics offered by online and mobile platforms to attain nutrition information on menu items. While positive (vs. negative) summary cues garner more favorable consumer responses, this research provides a more nuanced understanding of this effect by examining the moderating role of two individual-level characteristi...
Article
Although a fast service encounter pace might increase revenues for the service provider, its consequences on customer satisfaction and repatronage can be detrimental. To address this gap, the present study proposes a novel sensory marketing strategy (i.e., using shape cues) to soften customers’ negative reactions to a fast-paced service encounter....
Article
Social exclusion is pervasive in our daily lives. Prior research has documented the impact of social exclusion on product choices, information processing, prosocial behavior and switching behavior. However, there is limited research on how gender moderates the impact of social exclusion on consumer attitudes towards a company. Drawing from previous...
Article
Loyalty reward programs and corporate social responsibility initiatives are ubiquitous in today's corporate world, yet little is known how they can be synthesized to benefit companies and those in need. In two studies, we examine how the social influence of other consumers (the presence of other consumers and loyalty status tier) interact with rewa...
Article
People consume service experiences that combine pleasure and pain (e.g., roller-coaster rides and massage therapy)-but the question of how to market such experiences is not well understood. To address this gap, the present research investigates consumer response to such service offerings as a function of (i) hedonic framing that emphasizes pain ver...
Article
There is scant research examining the impact of posting reviews on the reviewer. To bridge that gap, we investigate the impact of other consumer online reviews (congruent versus incongruent) on the focal consumer's repurchase intention, and propose that public commitment (posting a review) moderates the relationship. Our findings indicate that, whe...
Article
This research investigates whether handwriting during the tourism experience reduces subsequent negative and extreme online rating scores. We portray that handwriting, due to a more deeply rooted elaboration of information, activates emotional empathy. Study 1, a field experiment in the hospitality context, suggests that handwriting reduces the ext...
Article
Many ethnic restaurants use authentic-language labels (e.g., “Khao Pad Sapparod”), as opposed to English-language labels (e.g., “Pineapple Fried Rice”), in the menu to make their dishes appeal more authentic. Yet the effectiveness of authentic-language labels is not well understood. To address this gap, the present research examines consumers’ atti...
Article
Increasing demand for gluten-free foods is driving restaurants to add gluten-free menu items. However, it remains unclear how gluten-free labels affect food consumption and overall evaluations of a dining experience. We conducted two studies to fill this gap. Results from Study 1 suggest that unrestrained eaters (i.e., people with low levels of die...
Article
The rapid growth of the international hotel or resort spa establishments underscores the importance of defining the spa operators’ unique authenticity and understanding of customers’ perceptions of authenticity, experiential value, and satisfaction. Today's luxury hotel or resort spas are criticised for losing the essence of the spa experience, lac...