Anna S. Mattila

Papers

Total Citations

150

H-Index

About

Anna S. Mattila is a distinguished hospitality and services marketing researcher whose work sits at the intersection of consumer behavior, technology, and service management. Best known for her pioneering investigations into self-service technology (SST) and human-computer interaction, Mattila has shaped our understanding of how customers emotionally and behaviorally respond to automated service environments. Her highly cited 2016 study on anthropomorphism and SST failure — garnering 148 citations — revealed how adding human-like features to machines meaningfully influences customer switching intentions, offering critical insights for firms designing technology-driven service encounters. More recently, Mattila has turned her attention to the ethical and behavioral dimensions of artificial intelligence in hospitality, examining the underexplored phenomenon of customer misbehavior in AI-enabled services — a timely contribution as AI reshapes service norms globally. Her research consistently bridges theoretical rigor with practical relevance, making it invaluable to both academics and industry practitioners. With a career spanning decades of influential scholarship, Mattila has established herself as a leading voice in understanding the evolving dynamics between customers, technology, and service quality in modern hospitality contexts.