17 research outputs found
Customer emotions in service failure and recovery encounters
- Author
- A. Mehrabian J.A. Russell
- A. Rafaeli R. Sutton
- A.G. Tombs J.R. McColl-Kennedy
- A.H. Fischer P.M.R. Mosquera, A.E.M. van Vianen, A.S.R. Manstead
- A.K. Smith R.N. Bolton
- A.M. Isen
- A.R. Hochschild
- A.S. Mattila C.A. Enz
- B. Schneider D. Bowen
- B. Shiv A. Fedorikhin
- B. Weiner
- B.A. Sparks V.J. Callan
- B.E. Ashforth R.H. Humphrey
- B.E. Ashforth R.H. Humphrey
- B.L. Alford D. Sherrell
- C. Derbaix
- C. Homburg R.M. Stock
- C.E. Izard
- C.E. Izard
- C.E.J. Hartel W.J. Zerbe, N.M. Ashkanasy
- C.S. Brown B. Sulzer-Azaroff
- D. Bowen B. Schneider, S. Kim
- D. Watson L.A. Clark, A. Tellegen
- D.A. Levy P.R. Nail
- D.B. Holt
- D.C. Renshaw
- D.J. Howard C. Gengler
- D.T. Nguyen J.R. McColl-Kennedy
- E. Hatfield J.T. Cacioppo, R.L. Rapson
- E.J. Arnould L.L. Price
- F. Heider
- G.R. Foxall G.E. Greenley
- G.R. Foxall G.E. Greenley
- G.R. Foxall M.M. Yani-de-Soriano
- G.V. Fiebig M.W. Kramer
- H. Holmes S. Tangtongtavy
- H. Mano R.L. Oliver
- H.C. Triandis
- H.H. Kelley J.L. Michela
- J. Fitness
- J.A. Edell M.C. Burke
- J.A. Russell
- J.A. Russell G.A. Pratt
- J.A. Ruth F.F. Brunel, C.C. Otnes
- J.C. Huefner H.K. Hunt
- J.E.G. Bateson
- J.F. Yates
- J.G. Blodgett D.H. Granbois, R.G. Walters
- J.L. Deffenbacher R.S. Lynch, E.R. Oetting, R.C. Swaim
- J.R. McColl-Kennedy B.A. Sparks
- J.R. McColl-Kennedy C.S. Daus, B.A. Sparks
- J.R. McColl-Kennedy R.D. Anderson
- K.R. Scherer
- K.R. Scherer
- L. Dubé G. Ferland, D.S. Moskowitz
- L. Dubé K. Menon
- L. Dubé K. Menon
- L. Dubé-Rioux
- L.C. Harris K.L. Reynolds
- L.L. Berry A. Parasuraman
- L.L. Price E.J. Arnould, S.L. Deibler
- M.B. Holbrook R.A. Westwood
- M.L. Richins
- M.T. Pham J.B. Cohen, J.W. Pracejus, G.D. Hughes
- N. Stephens K.P. Gwinner
- N.M. Ashkanasy C.E.J. Hartel, W.J. Zerbe
- N.N. Bechwati M. Morrin
- P. Ekman
- P. Ekman W.V. Friesen
- P. Gardner
- P. Shaver J. Schwartz, D. Kirson, C. OâConnor
- P.G. Patterson T. Smith
- P.G. Patterson T. Smith
- P.T.P. Wong B. Weiner
- R. Batra M. Holbrook
- R. Bennett C.E.J. HĂ€rtel, J.R. McColl-Kennedy
- R. Lawton A. Nutter
- R. Plutchik
- R. Plutchik H. Kellerman
- R.A. Fullerton G. Punj
- R.A. Westbrook
- R.A. Westbrook R.L. Oliver
- R.I. Sutton
- R.I. Sutton A. Rafaeli
- R.J. Donovan J.R. Rossiter, G. Marcoolyn, A. Nesdale
- R.J. Larsen E. Diener
- R.L. Oliver
- R.L. Oliver
- R.L. Oliver
- R.L. Oliver
- R.L. Oliver R.A. Westbrook
- R.L. Oliver R.T. Rust, S. Varki
- R.P. Bagozzi M. Gopinath, P.U. Nyer
- R.R. Holt
- R.S. Lazarus
- R.W. Novaco
- S. Erevelles
- S. Erevelles C. Leavitt
- S.C. Schmukle B. Egloff, L.R. Burns
- S.D. Pugh
- S.G. Barsade
- S.J. Grove R.P. Fisk, J. Joby
- S.L. Vargo R.F. Lusch
- S.M. Keaveney
- T. DeWitt M.K. Brady
- T. Fujihara T. Kohyama, J.M. Andreu, J.M. Ramirez
- T. Kunin
- T. Kunin
- T.E. Muller D.K. Tse, R. Venkatasubramaniam
- T.W. Andreassen
- T.W. Andreassen
- T.W. Andreassen
- V. Liljander T. Strandvik
- V.A. Zeithaml L.L. Berry, A. Parasuraman
- V.S. Folkes
- V.S. Folkes
- V.S. Folkes S. Koletsky, J.L. Graham
- W. Tsai Y. Huang
- W.C. Tsai
- W.J. Havlena M.B. Holbrook
- Y. Yi
- Y.K. Kim A.K. Smith
- Publication venue
- 'Elsevier BV'
- Publication date
- 01/01/2006
- Field of study
Emotions play a significant role in the workplace, and considerable attention has been given to the study of employee emotions. Customers also play a central function in organizations, but much less is known about customer emotions. This chapter reviews the growing literature on customer emotions in employeeâcustomer interfaces with a focus on service failure and recovery encounters, where emotions are heightened. It highlights emerging themes and key findings, addresses the measurement, modeling, and management of customer emotions, and identifies future research streams. Attention is given to emotional contagion, relationships between affective and cognitive processes, customer anger, customer rage, and individual differences
Influences de la sylviculture sur le risque de dégùts biotiques et abiotiques dans les peuplements forestiers
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- A. Gruppe
- A. Harfouche
- A. Harju
- A. Ni Dhubhain
- A. Pitkanen
- A. Stokes
- A. Wellpott
- A. Wolf
- A. Zolciak
- A.C. MacDonald
- A.D. Cameron
- A.D. Watt
- A.K. Fuller
- A.P. Dimitrakopoulos
- A.R. McCracken
- B. Gardiner
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- B. LĂŒpke
- B. Metzler
- B. Wermelinger
- B. Winterhoff
- B.A. Gardiner
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- Bo LÄngström
- Bruce C. Nicoll
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- J-C. Grégoire
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- José Ramon Gonzalez-Olabarria
- K. Blennow
- K. Korhonen
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- K.F. Andersen
- Karl Tojic
- L. Peacock
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- Wojciech Grodzki
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- Z. Capecki
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- Publication venue
- 'EDP Sciences'
- Publication date
- Field of study
Research on the Human Resource Development of Rural Women -â Take the Example of the Rural Women in Shuangliu County of Chengdu
- Publication venue
- 'Springer Science and Business Media LLC'
- Publication date
- Field of study
Strengthening of thin-webbed castellated beam using CFRP
- Publication venue
- 'Informa UK Limited'
- Publication date
- Field of study
Konzepte und Instrumente fĂŒr das Beschwerdemanagement
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- Publication venue
- 'Springer Science and Business Media LLC'
- Publication date
- 01/01/2008
- Field of study
Studies on infection of bean (Phaseolus vulgaris) and soybean (Glycine max) by ascospores of Sclerotinia sclerotiarum
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- Publication venue
- 'Wiley'
- Publication date
- Field of study
The Relationship among Service Recovery Justice, Emotion, Customer Satisfaction and Loyalty on Commercial Sports Facilities
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- Adams J.S
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- Chitturi R
- Clemmer E.C
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- Cronin Jr J.J
- Dick A.S
- Floger R
- Fornell C
- Fornell C
- Hegtvedt K.A
- Kasper H
- Keller K.L
- Kelly S.W
- Mano H
- Martin C.L
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- Maxham J.G
- Mooradian T.A
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- Smith A.K
- Sprecher S
- Tax S.S
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- Thomson M
- Vigneron F
- Weiss H.M
- Westbrook R.A
- Westbrook R.A
- Witrz J
- Yoon Y
- Zeelenberg M
- Zeithaml V.A
- Zemke R
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- êčêž°í
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- êčìí
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- ìŽì ìŹ
- ìŽì ìŹ
- ìŽì ìŹ
- ìŽì ë
- ìêž°í
- ìëê·
- ìĄ°ì ë°°
- Publication venue
- 'Korea Institute of Sport Science'
- Publication date
- Field of study
Fairness als Determinante des Serviceerlebnisses â ein theoretischer Ăberblick
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- A. Aravindakshan
- A. Helkkula
- A. Parasuraman
- A. Sargeant
- A. Susskind
- A.K Smith
- B. Schneider
- B.P. Niehoff
- C. Goodwin
- C. Pizzutti-dos Santos
- D. Kahneman
- D.M. Szymanski
- D.P. Scarlicki
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- E.A. Lind
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- L. Bolton
- L. Bolton
- L. Xia
- L.L. Berry
- M. Bruhn
- M. Deutsch
- M. Kleinaltenkamp
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- M.J. Bitner
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- M.R. Carrell
- P. Aurier
- P.G. Patterson
- P.R. Darke
- R. Griffeth
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- S. Maxwell
- S.E. Kimes
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- T.R. Rust
- V. Zeithaml
- W. Austin
- W. Engelhardt
- W. Mueller
- X. Han
- Y. Cohen-Charash
- Publication venue
- 'Springer Science and Business Media LLC'
- Publication date
- 01/01/2011
- Field of study
The Effects of Relationship Values and Organizational Justices on Long-Term Orientation: The Roles of Staff-Based and Firm-Based Loyalty
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- Alexander S.
- Anderson E.W.
- Blodgett J. G.
- Bolton R. N.
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- Cropanzano R.
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- Doney P.M
- Erdogan B.
- Eriksson K.
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- Fornell C.
- Ganesan S.
- Greenberg J.
- Gundlach G.T.
- Hair J. F.
- Heide J.B.
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- Konovsky M.A.
- Lam S. Y.
- Luo Y.
- Maxham J.G.
- Moorman R. H.
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- Price L.L.
- Sheppard B. H.
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- Sweeney P.D.
- Tenenhaus M.
- Tyler T. R.
- Wilson D.T.
- Publication venue
- 'Korea Research Academy of Distribution and Management'
- Publication date
- Field of study
Service recovery: Literature review and research issues
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- A. Halinen
- A. Jong De
- A. Kanousi
- A. McIlroy
- A. Palmer
- A. Palmer
- A. Parasuraman
- A. Sturdy
- A. Wong
- A. Zaugg
- A.-K. Kau
- A.B. Casado-DĂaz
- A.K. Smith
- A.K. Smith
- A.R. Andreasen
- A.S. Mattila
- A.S. Mattila
- A.S. Mattila
- A.S. Mattila
- A.S. Mattila
- A.S. Mattila
- B. Chung
- B. Dong
- B. Mittal
- B. Stauss
- B.A. Sparks
- B.A. Sparks
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- B.B. Holloway
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- B.R. Lewis
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- B.S.C. Liu
- C. Adamson
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- C. Fornell
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- C. Gronroos
- C. Homburg
- C. Johnson
- C. Ok
- C. Webster
- C.-C. Chang
- C.-P. Lin
- C.A. Warden
- C.E. Colenutt
- C.P. Bolfing
- C.R. Bell
- C.R. Bell
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- C.W.L. Hart
- D. Bailey
- D. Bamford
- D. Bejou
- D. Cranage
- D. Gilbert
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- D. Halstaed
- D. Halstead
- D. Halstead
- D. Lerman
- D.D. Gremler
- D.E. Bowen
- D.L. Kellogg
- D.T. Nguyen
- E. Cristobal
- E. Thwaites
- E. Tsoukatos
- E.C. Alexander
- F. Buttle
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- F.F. Reichheld
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- G. Botschen
- G. Eccles
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- J.G. Maxham III
- J.G. Maxham III
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- K. An
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- M. Ottenbacher
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- M.J. Bitner
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- M.P. Bunker
- M.S. Bhandari
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- R. Priluck
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- R.A. Spreng
- R.A. Westbrook
- R.C. Caceres
- R.F. Hurley
- R.G. Javalgi
- R.J. Kwortnik
- R.L. Hess Jr
- R.L. Oliver
- R.L. Oliver
- R.L. Oliver
- R.N. Bolton
- R.N. Bolton
- R.P. Leal
- R.S. Achrol
- R.S. Lapidus
- R.T. Rust
- R.T. Rust
- S. Dasu
- S. Durvasula
- S. Ganesan
- S. Michel
- S. Michel
- S. Michel
- S. Ng
- S. Taylor
- S. Taylor
- S. Weun
- S.B. Schweikhart
- S.B. Walchi
- S.J. Grove
- S.M. Goldstein
- S.M. Keaveney
- S.R. Swanson
- S.S. Andaleeb
- S.S. Tax
- S.S. Tax
- S.W. Brown
- S.W. Kelley
- S.W. Kelley
- T. Collie
- T. Collie
- T. DeWitt
- T.J. Levesque
- T.L. Keiningheim
- T.R. Tyler
- T.R. Tyler
- T.W. Andreassen
- T.W. Andreassen
- T.W. Andreassen
- T.W. Firnstahl
- V. Mittal
- V. Mittal
- V. Yanamandram
- V.A. Zeithaml
- V.A. Zeithaml
- V.A. Zeithaml
- V.P. Magnini
- V.P. Magnini
- V.S. Folkes
- V.S. Folkes
- W.-H. Huang
- Z. Zhu
- Publication venue
- 'Springer Science and Business Media LLC'
- Publication date
- Field of study