معرفی
Anna S. Mattila serves as the Marriott Professor of Lodging Management and Professor-in-Charge of the Graduate Program at Pennsylvania State University's School of Hospitality Management. Her research spans consumer behavior, service marketing, and cross-cultural studies with significant contributions to understanding emotions in service encounters and healthy eating behaviors.
Education:
- B.S. from Cornell University
- M.B.A. from University of Hartford
- Ph.D. from Cornell University
Her research focuses on service recovery, social media, servicescape, prosocial behaviors, emotions, and healthy eating. Recent work examines technology's role in service encounters (e.g., robot language styles, Apple Pay embarrassment), solo dining experiences, and health-conscious consumer choices. She employs cross-cultural methodologies to explore how gender, status perception, and cultural background shape service responses.
Analysis of her recent publications (2019-2023) reveals a strategic shift toward technology-integrated service environments and health/wellness contexts. Key themes include consumer embarrassment in digital payments, anthropomorphism in service recovery, and sensory marketing (music/plate color effects). Her work consistently bridges hospitality management with fundamental consumer psychology principles.
Scientific Awards:
- Research.com Business and Management Leader Award (2022-2025)
As Professor-in-Charge of the Graduate Program, she oversees academic development while leading research in service marketing. Her grant-funded projects focus on social media impacts, service recovery mechanisms, and healthy eating interventions. Current investigations include donation appeals in CSR initiatives, solo dining experiences, and status effects in loyalty programs.
