CONSUMERS EMOTIONAL RESPONSES TO SERVICE ENCOUNTERS - THE INFLUENCE OF THE SERVICE PROVIDER

被引：241

作者：

PRICE, LL ^{[1
]}

ARNOULD, EJ ^{[1
]}

DEIBLER, SL ^{[1
]}

机构：

[1] UNIV COLORADO,COLL BUSINESS,BOULDER,CO 80309

来源：

INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT | 1995年 / 6卷 / 03期

关键词：

D O I：

10.1108/09564239510091330

中图分类号：

C93 [管理学];

学科分类号：

12 ; 1201 ; 1202 ; 120202 ;

摘要：

Reports on a study looking at dimensions of service provider performance that influence immediate emotional responses to service encounters, based on 914 service encounters. Identifies five service-provider dimensions that are significant predictors of emotional response to services. Finds that different service-provider dimensions influence positive as compared with negative emotional responses and that temporal duration and spatial intimacy of the encounter affect both the reported levels and relative importance of these service-provider dimensions to emotional responses.

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