Faculty & Research
Anna Mattila
Dr. Anna S. Mattila, is the Marriott Professor of Lodging Management at the School of Hospitality management at the Pennsylvania State University. She holds a Ph.D. in services marketing from Cornell University. Her research interests focus on service encounters with a particular interest in service failures and service recovery and cross-cultural research. Her work has appeared in the Journal of the Academy of Marketing Science, Journal of Retailing, Journal of Service Research, Journal of Consumer Psychology, Psychology & Marketing, Journal of Services Marketing, International Journal of Service Industry Management, Cornell Hospitality Quarterly, Journal of Travel Research, International Journal of Hospitality Management, Tourism Management and in the Journal of Hospitality & Tourism Research. Anna has written several book chapters and currently serves on numerous editorial boards in journals specializing in services management. She is also the Chief Editor of Journal of Hospitality & Tourism Research.