Anna S. Mattila

Pennsylvania State University, Abington Memorial Hospital

Papers

8

Total Citations

1,086

H-Index

6

About

No biography available yet.

Research Focus

Business8 · 1,086 citations
Marketing7 · 1,079 citations
Service (business)6 · 1,077 citations
Psychology7 · 1,065 citations
Computer science7 · 1,065 citations
Social psychology4 · 853 citations
Artificial intelligence5 · 656 citations
Context (archaeology)3 · 603 citations
Robot4 · 462 citations
Service robot2 · 453 citations
Competence (human resources)1 · 448 citations
Humanoid robot1 · 448 citations

Key Achievements

6
H-Index
8
Papers
1,086
Total Citations
136
Avg Citations/Paper
🏆 Most Cited Paper
To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
448 citations · 2020
📈 Most Prolific Year: 2019 (2 Papers)
🤝 Key Collaborators: 14
🏛 Institutions: Pennsylvania State University, Abington Memorial Hospital

Top Papers

  1. 1
    To Err Is Human(-oid): How Do Consumers React to Robot Service Failure and Recovery?
    448 citations · 2020
  2. 2
    When does technology anthropomorphism help alleviate customer dissatisfaction after a service failure? – The moderating role of consumer technology self-efficacy and interdependent self-construal
    205 citations · 2019
  3. 3
    “How may i help you?” Says a robot: Examining language styles in the service encounter
    204 citations · 2019
  4. 4
    The Value of Service Robots from the Hotel Guest’s Perspective: A Mixed-Method Approach
    194 citations · 2021
  5. 5
    Unintended indulgence in robotic service encounters
    21 citations · 2024
  6. 6
    Gendered robots and persuasion: The interplay of the robot's gender, the consumer's gender, and their power on menu recommendations
    7 citations · 2025
  7. 7
    Should a robot wear a mask during the pandemic?
    5 citations · 2022
  8. 8
    The robot color effect on consumer responses: the moderating role of ambient lighting
    2 citations · 2025

Key Collaborators

SCSungwoo Choi3 shared papersASAmit Sharma1 shared papersLCLisa C. Wan1 shared papersBYBi Yang1 shared papersLMLi Miao1 shared papersZPZixi Peng1 shared papersLELisa E. Bolton1 shared papersAFAlei Fan1 shared papersLWLuorong Wu1 shared papersFCFeier Chen1 shared papersHHHuiling Huang1 shared papersIYIngrid Y. Lin1 shared papersSQStephanie Q. Liu1 shared papersFFFaye Feier Chen1 shared papers
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