UNIVERSITY PARK, Pa. — Anna S. Mattila, Marriott Professor of Lodging Management and professor-in-charge of the graduate program for the School of Hospitality Management at Penn State, will deliver the 2019 Pauline Schmitt Russell Research Lecture, “Guest-Tech Today: Consumer Reactions to Emergent Technologies in Service Settings,” at 4 p.m. Wednesday, Nov. 13, in the Bennett Pierce Living Center in 110 Henderson Building at University Park.
Sponsored by the College of Health and Human Development, the lecture is free and open to the public. A reception will be held at 3:30 p.m. and the public is invited to attend.
Mattila’s presentation will focus on how customers react to new technologies, such as kiosks, robots and artificial intelligence-infused service encounters. She also will address consumers’ emotional responses to service encounters and how that influences customer satisfaction, which is a main focus of her research.
Each year, the Schmitt Russell Research Lecture is presented by the most recent recipient of the Pauline Schmitt Russell Distinguished Research Achievement Award, recognizing the contributions of a distinguished faculty member whose career-long research has had a profound impact on a specific field of study.
The award honors Pauline Schmitt Russell, who graduated from Penn State in 1948 with a degree in home economics. It was established by her husband, Leo P. Russell, a 1941 industrial engineering graduate.