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.
引用
下载
收藏
页码：34 / &
相关论文
共 50 条
  • [31] Mobile manufacturer or service provider An empirical study on consumers' adoption intention
    Hu, Feng
    Du, Xiaoyi
    Liu, Yong
    International Journal of u- and e- Service, Science and Technology, 2010, 3 (02) : 1 - 6
  • [32] Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider
    Dwivedi, Yogesh K.
    Papazafeiropoulou, Anastasia
    Brinkman, Willem-Paul
    Lal, Banita
    INFORMATION SYSTEMS FRONTIERS, 2010, 12 (02) : 207 - 217
  • [33] Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider
    Yogesh K. Dwivedi
    Anastasia Papazafeiropoulou
    Willem-Paul Brinkman
    Banita Lal
    Information Systems Frontiers, 2010, 12 : 207 - 217
  • [34] The influence of consumers' product evaluation emotions on their service
    Gountas, S
    Gountas, JY
    CONSUMER PSYCHOLOGY OF TOURISM, HOSPITALITY AND LEISURE, VOL 3, 2004, : 21 - 31
  • [35] A Neurophysiological Assessment of Consumers' Emotional Responses to Service Recovery Behaviors: The Impact of Ethnic Group and Gender Similarity
    Boshoff, Christo
    JOURNAL OF SERVICE RESEARCH, 2012, 15 (04) : 401 - 413
  • [36] Service provider hostility and service quality
    Doucet, L
    ACADEMY OF MANAGEMENT JOURNAL, 2004, 47 (05): : 761 - 771
  • [37] Service responses to emotional states of business customers
    Wang, Yi-Chieh
    Beise-Zee, Rian
    MANAGING SERVICE QUALITY, 2013, 23 (01): : 43 - 61
  • [38] Service provider considerations for IT service management
    Shwartz, Larisa
    Ayachitula, Naga
    Buco, Melissa
    Surendra, Maheswaran
    Ward, Christopher
    Weinberger, Steve
    2007 10TH IFIP/IEEE INTERNATIONAL SYMPOSIUM ON INTEGRATED NETWORK MANAGEMENT (IM 2009), VOLS 1 AND 2, 2007, : 757 - +
  • [39] The influence of service category, consumers' narcissism and processing mode on service customization consumption
    Wang, Chen
    Wang, Qiang
    Feng, Taiwen
    Zhang, Yan
    ASIA PACIFIC JOURNAL OF MARKETING AND LOGISTICS, 2021, 33 (07) : 1556 - 1577
  • [40] Closing the gap in customer service encounters Customers' use of upshot formulations to manage service responses
    Kevoe-Feldman, Heidi
    PRAGMATICS AND SOCIETY, 2015, 6 (01) : 67 - 88
12345