- Emotions in service encounters from the perspectives of employees ...🔍
- Understanding emotional customer experience and co|creation ...🔍
- Emotion work in Customer Service🔍
- The role of discrete positive emotions in consumer response to ...🔍
- The Role of Discrete Emotions in Risk Perception and Policy ...🔍
- Customer Emotions in Service Robot Encounters🔍
- The Role of Emotions in Service Encounters🔍
- An analysis of the interaction effect between employee technical and ...🔍
a meta|analysis of discrete emotions in firm|customer encounters
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 ...
Understanding emotional customer experience and co-creation ...
Discrete emotions were identified based on the combined appraisal dimensions and emotion classification presented in Table 1. The principle of thematic analysis ...
Emotion work in Customer Service - Tilburg University
An interview study among service employees showed that teleworking impacted intrapersonal coping, because employees were creative to develop new coping ...
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.
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 ...
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 ...
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 ...
The Role of Emotions in Service Encounters - Cornell eCommons
This study contributes to the services marketing literature by examining for mundane service transactions the impact of customer-displayed emotion and affect on ...
An analysis of the interaction effect between employee technical and ...
... emotions in service encounters, Journal of Service Research, № 4, с. 268 https://doi.org/10.1177/1094670502004004004; Discrete negative emotions and customer ...
Service encounters, experiences and the customer journey
firm and consumption. (Beaujean, Davidson, & Madge, 2006;. Bitner & Wang, 2014; Löfgren, 2005). While each service encounter is discrete, an ...
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 ...
You're driving me crazy! How emotions elicited by negative driver ...
Beyond valence: A meta-analysis of discrete emotions in firm-customer encounters. Journal of the Academy of Marketing Science, 48(3), 478 ...
Emotion regulation in service encounters: are customer displays real?
2.4 The emotion regulation matrix This study examines customer emotion ... The former regulates the overt expressions associated with discrete emotions that are ...
Antecedents and Consequences of Emotional labor : A review
... customer interactional injustice on emotional labor and the mediating role of discrete emotions. ... emotions by service agents during service encounters ...
The Impact of Perceived Justice on Consumers' Emotional ...
... encounter (i.e. what specifically did the offending firm offer the customer to recover from the service failure. (Tax and Brown, 2000; Tax et al., 1998 ...
Additionally, in a field study of employee-customer encounters in the context of food/coffee services, Barger and Grandey (2006) found that.
Service encounters, experiences and the customer journey_ ...
From a service research perspective, relationships are built from a series of encounters with a firm (Voorhees, Fombelle, Allen,. Bone,&Aach, ...
firm and consumption. (Beaujean, Davidson, & Madge, 2006;. Bitner & Wang, 2014; Löfgren, 2005). While each service encounter is discrete, an element of customer ...
Is the expression of different discrete emotions related to time ...
This study is not only of great significance for exploring the internal mechanisms of consumer discrete emotional expression but also provides important ...
Customer Envy at Service Encounters - CORE
Secondly, customer envy was shown to be a hybrid emotion, where other discrete emotions along with envy were experienced. In addition ...