ABSTRACT A model is developed that identifies individual and dyadic antecedents and
outcomes for a construct we have named service encounter emotional value (SEEVal) …

Reports on a study looking at dimensions of service providerperformance that influence
immediate emotional responses to serviceencounters, based on 914 service encounters …

This article introduces customer emotion management as an integral part of the service
experience. By building primarily on Hochschild (1983), this study provides a deeper …

This article advances our understanding of the influence of affect in consumers' responses to
brief, nonpersonal service encounters. This study contributes to the services marketing …

Customers often experience intense emotions during service encounters. Their perceptions
of how well contact employees demonstrate emotional competence in emotionally charged …

This paper empirically examined the role of emotional satisfaction in service encounters.
Specifically, this study seeks to: investigate the relationship between emotional satisfaction …

Purpose–The purpose of this paper is to examine the phenomenon of emotional contagion
in service encounters by proposing and testing an empirical model of the antecedents and …

This paper examines the interplay between emotions expressed by patients and their
families (consumers) and those expressed and recruited by physicians (service providers) in …

Today's consumers demand not only services and products that are of the highest quality,
but also positive, memorable experiences. This essential guide shows how organizations …

Purpose This paper aims to explore service encounters from a social behavior perspective.
By proposing that employees' emotional labor strategies are influenced by customer …