Emotions in service encounters from the perspectives of employees and customers
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- Type
- article
- Published
- 2011-01-01
- Cited by
- 5
- References
- 150
- Access
- Open access
- OpenAlex
- https://openalex.org/W71095576
- Semantic Scholar
- https://api.semanticscholar.org/CorpusID:53560048
Keywords
Service (business), Business, Public relations, Service-dominant logic, Knowledge management
References
- Customer Complaint Behaviour in Service
- The Value Profit Chain: Treat Employees Like Customers and Customers Like Employees
- Social Research Methods
- Complaint Management: The Heart of CRM
- Effects of Critical Incidents on Consumer Satisfaction
- Service management : an integrated approach
- The Service encounter : managing employee/customer interaction in service businesses
- Understanding emotion at work
- The effect of managerial practice on employee‐perceived service quality
- Welcome to the experience economy.
- Services Marketing: Integrating Customer Focus Across the Firm
- Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theory
- Satisfaction: A Behavioral Perspective on the Consumer
- Putting the Service-Profit Chain to Work
- Atmospheric experiences that emotionally touch customers : A case study from a winter park
- What makes service employees and customers smile
- Service quality, emotional satisfaction, and behavioural intentions: A study in the hotel industry
- Consumer Behavior and Marketing Strategy
- SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
- Case Study Research in Education : A Qualitative Approach
Cited by
- The Influence of Emotions on Behavioural Intentions after Experiencing a Service Failure in an Emerging Economy
- Supportive study climate and academic performance among university students: the role of psychological capital, positive emotions and study engagement
- Fostering innovative behavior in health organizations: a PLS-SEM analysis of Norwegian hospital employees
- The Impact of Supportive Study Climate, Positive Emotion, and Psychological Capital on Academic Performance of Yogyakarta Students: Mediated by Student Engagement
- The EMPATHS method: assessing patients’ emotional reactions to healthcare from a service design approach
- Fostering Innovative Behavior in Health Organizations – a PLS-SEM Analysis of Norwegian Hospital Employees
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- Customer responses to emotional labour in discrete and relational service exchange