a meta|analysis of discrete emotions in firm|customer encounters

Discrete emotions predict changes in cognition, judgment ... - PubMed

Our purpose in the present meta-analysis was to examine the extent to which discrete emotions elicit changes in cognition, judgment, experience, behavior, ...

Customers' emotions in service failure and recovery: a meta-analysis

Downloadable (with restrictions)! Customers' emotions have emerged as a dominant dimension in the complaint-handling domain. This research provides a ...

The Effect of Employee Behaviors on Consumers' Emotions and ...

Focusing on positive service encounters, this study examined the relationships among employee behaviors, customers' positive emotions, and subsequent customer ...

A meta-analysis of the impact of customer mistreatment on service ...

(2022), “Service staff encounters with dysfunctional customer behavior: does supervisor support mitigate negative emotions?”, Frontiers in ...

An empirical assessment of the influence of customer emotions and ...

Our study examines the effect of customer emotions and contact employee performance in creating encounter and relationship satisfaction.

The Role of Discrete Emotions in Predicting Counterproductive Work ...

This study will investigate the relationships of seven discrete negative emotions (i.e. anger, sadness, shame, anxiety, envy, jealousy, and boredom) with CWB.

The brain basis of emotion: A meta-analytic review

We compare the locationist approach (i.e., the hypothesis that discrete emotion categories consistently and specifically correspond to distinct brain regions) ...

The Effect of Customers' Emotional Responses to Service Failures ...

This study examines the role of customer emotions in the context of service failure and recovery encounters. It in- vestigates how customers' emotional ...

The Social Effects of Emotions - Annual Reviews

Cheshin A, Amit A, Van Kleef GA. 2018. The interpersonal effects of emotion intensity in customer service: Perceived appropriateness and ...

Customer Emotions in Service Robot Encounters: A Hybrid Machine ...

The findings further reveal the potential moderation effect of culture on customer emotional reactions to service robots. The study highlights ...

Emotional Contagion: A Brief Overview and Future Directions

Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters. J. Acad. Market. Sci. 48, 478–498. doi: 10.1007/s11747-019-00707-0.

Emotions in service encounters from the perspectives of employees ...

customer's discrete positive emotions in service encounters. 2. To identify the negative emotions that customers experience in negative service encounters ...

Customer Emotions in Service Robot Encounters: A Hybrid Machine ...

Keywords: emotion; emotion detection; online customer reviews; machine learning; thematic analysis; service robot. Page 3. INTRODUCTION. Consumers increasingly ...

The Role of Discrete Emotions in Risk Perception and Policy ...

First, this study examines how discrete emotions shape risk perceptions and judgments during public health risk. ... firm in Korea. A ...

1 Emotions in Customer Experience Tiina-Kaisa Kuuru Tampere ...

How emotion is conceptualized. Example articles. 1. Emotions in service encounters and interactions, managed by the firm's personnel. Provider- focused. As part ...

Customer Emotions in Service Robot Encounters: A Hybrid Machine ...

Qualitative analysis has the advantage of generating rich insights from data, but it requires intensive manual work. Scholars have emphasized the benefits of ...

Beyond valence: Toward a model of emotion-specific influences on ...

An Attributional Analysis. Source: SAGE Publications. Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters. Source: Springer ...

The role of discrete positive emotions in consumer response to ...

This study is among the first to examine discrete positive place emotions as possible drivers of consumers' purchase intention.

BIROn - Birkbeck Institutional Research Online

Anger, frustration and rage are often implicitly described as three discrete emotions, all examined at the basic level of analysis ... The impact of inferred firm ...

Discrete Negative Emotions and Customer Dissatisfaction ...

The primary purpose of this study is to investigate customers' emotional responses following a service failure in a restaurant setting.