LL Price, EJ Arnould, SL Deibler - International Journal of Service …, 1995 - emerald.com
Reports on a study looking at dimensions of service providerperformance that influence immediate emotional responses to serviceencounters, based on 914 service encounters …
G Tumbat - Marketing Theory, 2011 - journals.sagepub.com
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 …
AS Mattila, CA Enz - Journal of Service research, 2002 - journals.sagepub.com
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 …
A Wong - Managing Service Quality: An International Journal, 2004 - emerald.com
This paper empirically examined the role of emotional satisfaction in service encounters. Specifically, this study seeks to: investigate the relationship between emotional satisfaction …
JSC Lin, CY Lin - Journal of Service Management, 2011 - emerald.com
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 …
K Locke - Organization Science, 1996 - pubsonline.informs.org
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 …
H Medler-Liraz - Journal of Services Marketing, 2016 - emerald.com
Purpose This paper aims to explore service encounters from a social behavior perspective. By proposing that employees' emotional labor strategies are influenced by customer …