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Fan, A.; Wu, L. & Mattila, A.S. (2016), “Does Anthropomorphism Influence Customers’ Switching Intentions in the Self-service Failure Context?”, Journal of Services Marketing, 30(7), 713-723.

Zhang, L., Wu, L., & Mattila, A. S. (2016). Online Reviews: The Role of Information Load and Peripheral Factors. Journal of Travel Research, 55(3), 299-310.

Liu, S. Q., & Mattila, A. S. (2016). Effective Communication Strategies for Store Remodeling. Cornell Hospitality Quarterly, 57(2), 162-171.

Yang, W. & Mattila, A. S. (2016). “Why Do We Buy Luxury Experiences? Measuring Value Perceptions of Luxury Hospitality Services", 28(9), 1848-1867. International Journal of Contemporary Hospitality Management.

Mattila, A. S. & Gao, L. (2016). An Examination of Popular Pricing and Price Framing Techniques in the Hospitality Industry and Directions for Future Research. International Journal of Revenue Management, 9(2/3), 175-185.

Mattila, A. S., Wu, L. & Choi, CB. (2016). Powerful or powerless customers: The influence of gratitude on engagement with CSR. Journal of Services Marketing, 30(5), 519-528.

Wu, L., Han, R., & Mattila, A. S. (2016). A double whammy effect of ethnicity and gender on consumer responses to management level service failures. Journal of Service Management, 27(3). 339-359.

Gao, Y. L., & Mattila, A. S. (2016). The Impact of Option Popularity, Social Inclusion/Exclusion, and Self-affirmation on Consumers’ Propensity to Choose Green Hotels.. Journal of Business Ethics, 136 (3), 575-585.

Wu, L., Mattila, A. S., Wang, C., & Hanks, L. (2016). “The impact of power on service customers’ willingness to post online reviews.” Journal of Service Research 19 (2), 224-238.

Liu, S. & Mattila, A. (2016), Using Comparative Advertising to Promote Technology-based Hospitality Services, Cornell Hospitality Quarterly 57(2), 162-171.

U. S. Hotels and Social Media: Objectives, Reporting, Measurement and Results

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