5 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
A multi-attribute examination of consumer conformity in group-level ordering
- Author
- Ariely D.
- Asch S.E.
- Berger J.
- Berger J.
- Brown C.L.
- Burnkrant R.E.
- Chapman G.B.
- Chartrand T.L.
- Chartrand T.L.
- Cialdini R.B.
- Farquhar P.H.
- Griskevicius V.
- Huh Y.E.
- Iyengar S.S.
- Kaplan M.F.
- Kim J.
- Kongsompong K.
- Lamm H.
- Liu P.J.
- Markus H.R.
- McAlister L.
- Nail P.R.
- Quester P.
- Ratner R.K.
- Smith S.
- Snyder C.
- Tian K.T.
- Tombs A.G.
- Van Herpen E.
- Venkatesan M.
- Publication venue
- 'Elsevier BV'
- Publication date
- 01/02/2018
- Field of study
Using real data acquired from transaction receipts at a cafe, the present research examined individuals' menu choices made in a group setting. Building on previous research, the present research proposed and examined what we call the group referencing effect, and found that individuals' menu choices were more likely to conform to the precedent menu choices made by the others in their group. A unique empirical contribution of the present research is that conformity was assessed and emerged at two levels: end-choice level (whether the choices are the same) and attribute-level (whether the attribute(s) of the choices are the same, independent of whether the end-choice is the same; i.e., similarity). Theoretical and practical implications are discussed
âWhat if she's from the FBI?â The effects of covert forms of social control on social movements
- Author
- A. Hashimoto
- A. Kane
- A. Oberschall
- A. Stein
- B. Alge
- B. Garson
- B. Klandermans D. Oegema
- B. Schultz R. Schultz
- B. Schultz R. Schultz
- B. Yesil
- C. Carson D. Gallen
- C. Davenport
- C. Davenport
- C. Tilly
- C. Tilly
- D. Cunningham
- D. Cunningham
- D. McAdam
- D. McAdam
- D. McAdam S. Tarrow, C. Tilly
- D.B. Gould
- D.B. Gould
- D.M. Nabeker B.C. Tatum
- F. Polletta
- G. Marwell P.E. Oliver
- G. Zwerman P. Steinhoff
- G.E. Lenski
- G.L. White P.G. Zimbardo
- G.T. Marx
- G.T. Marx
- G.T. Marx
- H. Boghosian
- J. Adams
- J. Earl
- J. Goodwin
- J. Goodwin J.M. Jasper
- J. Goodwin S. Pfaff
- J. Noakes
- J. Noakes
- J. Noakes
- J. Taylor
- J. Thibaut N. Friedland, L. Walker
- J. Wiener
- J.M. Jasper
- J.M. Stanton J.L. Barnes-Farrell
- J.R. Aiello K.J. Kolb
- K-D. Opp W. Roehl
- K. OâReilly
- K. Rasler
- K. Robins F. Webster
- L. Britt D. Heise
- L. Greenberg J. Barling
- M. Brigham J.M. Corbett
- M. Carley
- M. Friedly D. Gallen
- M. Granovetter
- M. Khawaja
- M. Lichbach
- M. Loveman
- M.P. Young
- N.J. Smelser
- P. Carayon
- P.D. Tolchinsky M.K. McCuddy, J. Adams, D.C. Ganster, H.L. Fromkin
- P.E. Oliver G. Marwell, R. Teixeira
- P.R. Nail M.D. Van Leeuwen, A.B. Powell
- R. Gelbspan
- R.W. White
- S. Tarrow
- S.E. Nepstad C. Smith
- T. Kemper
- T. Monahan
- T.L. Tang R.F. Baumeister
- V. Taylor
- V. Taylor
- W. Churchill J. VanderWall
- W.H. Moore
- Publication venue
- 'Elsevier BV'
- Publication date
- 01/01/2008
- Field of study
Perianal Skin Diseases
- Author
- A. Aguilar
- A. Badell
- A. Berger
- A. Burns
- A. Civatte
- A. Eichmann
- A. Ferenczy
- A. Gramkow
- A. Greither
- A. Heitger
- A. Kint
- A. Laurent
- A. Lazarov
- A. Lentner
- A. Luger
- A. Lyell
- A. Mehregan
- A. Mindel
- A. Mindel
- A. Nielsen
- A. Pfau
- A. Pfau
- A. Rothe
- A. Roussaki
- A. Roussaki
- A. RĂŒbben
- A. RĂŒtter
- A. Sauerbrei
- A. Saul
- A. Stary
- A. Verneuil
- A. Verneuil
- A. Verneuil
- A. Wehr
- A. Wiskemann
- A. Yen-Moore
- A. Yen-Moore
- A. Zlotogorski
- A.A. Hartmann
- A.C. Feller
- A.D. Krain
- A.G. Palestine
- A.G. Prévost
- A.J. Sober
- A.L. Krol
- A.M. Abdel-Aziz
- A.M. Costa
- A.M. Eis-HĂŒbinger
- A.M. Kligman
- A.P. Ribeiro
- A.S. Anderson
- A.S. Jabbar
- A.S. Palier
- A.T. Glass
- A.T. Lane
- A.T. Webb
- A.W. Anderson
- A.W. Kopf
- Arbeitsgemeinschaft der Wissenschaftlichen Medizinischen Fachgesellschaften (AMWF)
- Arbeitsgemeinschaft der Wissenschaftlichen Medizinischen Fachgesellschaften (AWMF)
- B Greve
- B Mueller
- B Pfeiff
- B Remond
- B. Benninghoff
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- B. Cribier
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- B. Stenquist
- B.A. Goldstein
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- B.G. Wolff
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- B.K. Yokel
- B.M. Davis
- B.M. Thomsen
- B.P. Korge
- B.R. Balda
- Berth-Jones
- C Baum
- C Christensen
- C Garbe
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- C. Ferrandiz
- C. Garbe
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- C. Poole Le
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- C. Torre De la
- C.A. Morton
- C.E. Griffiths
- C.E. Orfanos
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- C.E. Orfanos
- C.G. Barnes
- C.G. Schirren
- C.G. Schirren
- C.h.C. Zouboulis
- C.h.R. Pauly
- C.K. Janninger
- C.N. Burkhart
- C.N. Mock
- C.R. Kearney
- C.S. Kasper
- C.W. Farrar
- C.W. Meisel
- D. Abeck
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- D.A. Baker
- D.A. Burns
- D.B. Schoenleber
- D.C. Kalter
- D.G. Diven
- D.J. Jones
- D.N. Kolbach
- D.S. Wilkinson
- D.T. Jayaweera
- D.W. Empey
- E-B. Bröcker
- E-J. GruĂendorf-Conen
- E-J. GruĂendorf-Conen
- E-J. GruĂendorf-Conen
- E-J. GruĂendorf-Conen
- E. Axnick
- E. Delaporte
- E. Epstein
- E. Gross
- E. Hoting
- E. Respighi
- E. Stein
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- E.J. Grussendorf-Conen
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- E.L. Truelove
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- F. NĂŒrnberger
- F. Otsuka
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- F.r. Gschnait
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- G. Ganter
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- G.E. Ehrlich
- G.F. Webster
- G.G. Zainea
- G.K. Steigleder
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- G.P.H. Lucker
- G.R. Scott
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- G.W. Elgart
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- Gavran M.H. Me
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- H. Bierl
- H. Breuninger
- H. Cremer
- H. Curth-Ollendorff
- H. Degreef
- H. Fox
- H. Franz
- H. Gadner
- H. Hailey
- H. Hallopeau
- H. Hallopeau
- H. Hallopeau
- H. Hausen Zur
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- H. Hausen Zur
- H. Heise
- H. Hoyer
- H. Hoyer
- H. Ingea
- H. Kirchner
- H. Larson
- H. Mlitz
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- H. Pfister
- H. Pflster
- H. Pinkus
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- H. Shimizu
- H. Silva-Tavares
- H. Torras
- H. Tritsch
- H. Wienert
- H. Wolff
- H.A. Kader
- H.B. Pride
- H.C. Körting
- H.C. Körting
- H.E. Baldwin
- H.F. Vismer
- H.H. Wolff
- H.I. Maibach
- H.J. Kröger
- H.J. Vogt
- H.O. Handwerker
- H.P. Kooistra
- H.W. Doerr
- I. Böhm
- I. Kotter
- I. Oge
- I.L. Guevara
- I.M. Francis
- I.T. Jackson
- International Study Group for Behçefs disease
- J-A. Laissue
- J-U. Bock
- J. Alexander-Williams
- J. Becher
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- J. Quell
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- J.A. Comstock
- J.B. Patterson
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- J.D. Schaldenbrand
- J.D. Schwartzmann
- J.D. Woodruff
- J.F. McPartlin
- J.H. Brown
- J.H. Lee
- J.H. Silva
- J.J. DiGiovanna
- J.L. Bonate
- J.M. Pawelek
- J.M. Pönnighaus
- J.M. Schirren
- J.P.M. Cardoso
- J.P.S. Thomson
- J.T. Bowen
- J.W. Woods
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- K. Closs
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- K. Mellanby
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- K.J. Smith
- K.J. Smith
- K.K. Wong
- K.M. Lloyd
- K.U. Cuesta
- K.V. Shabh
- L. Bohlen
- L. Boyanov
- L. Bruckner-Tuderman
- L. Corey
- L. Gissmann
- L. Gissmann
- L. Kowalzick
- L. Löwenstein
- L. Löwenstein
- L. Löwenstein
- L. Löwenstein
- L. Nail
- L. Pfleger
- L. Tiszlavicz
- L. Weber
- L.P. Bos
- L.S. Menuck
- Lazaro C. San
- Lichtenstein
- M. Agathos
- M. Alam
- M. Arensmeier
- M. Bacharach-BĂŒhles
- M. Backer
- M. Cervera
- M. Czajkowski
- M. Darouty el
- M. Faber
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- M. Flue
- M. Freitag
- M. Furue
- M. Fuzun
- M. Giordano
- M. Gong
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- M. Guger
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- M. Hagedorn
- M. Heidenheim
- M. Kaneko
- M. Kashihara
- M. Kerscher
- M. Kerscher
- M. Kohda
- M. Landthaler
- M. Landthaler
- M. LarrĂšgue
- M. Mempel
- M. Mester
- M. Mockenhaupt
- M. Pampor
- M. Richter
- M. Röcken
- M. SchÀfer-Körting
- M. Simon
- M. Steger
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- M.A. Appleton
- M.A. Chastain
- M.A. Gurer
- M.A. Luchtefeld
- M.B. McKeough
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- M.D. Kurtz
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- M.H. Wolf
- M.J. Wood
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- M.V. Klaus
- Mu W. Horn
- N. Haas
- N. Hjorth
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- N.V. Zwan
- National Dermatology Working Group
- O Lebwohl
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- O. Braun-Falco
- O. Braun-Falco
- O. Braun-Falco
- O. Braun-Falco
- O. Braun-Falco
- O. Braun-Falco
- O. Braun-Falco
- O. Braun-Falco
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- O. Braun-Falco
- O. Braun-Falco
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- O. Hoch
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- O.P. Hornstein
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- O.P. Hornstein
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- Praag M.C. Oranje van
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- R. Christoph
- R. Ellis
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- R. Michalowski
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- R. Neumann
- R. Panizzon
- R. Ratnavel
- R. Romiti
- R. Stadler
- R. Stadler
- R. Treudler
- R.A. Schwartz
- R.A. Schwartz
- R.D. Sweet
- R.G. Bennett
- R.J. Hay
- R.J. Pollard
- R.J. Powell
- R.L. Moy
- R.M. George
- R.M. Hodges
- R.S. Bart
- R.S. Ostrow
- R.W. Hulst
- S. Ali
- S. Ali
- S. BĂŒrge
- S. BĂŒrge
- S. Dasan
- S. Dundar
- S. Esser
- S. Euvrard
- S. Fundaro
- S. Haim
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- S. Ikeda
- S. Jablonska
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- S. Marghescu
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- S.A. Estes
- S.A. Myers
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- S.B. Tucker
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- S.E. Wiegand
- S.J. Alexander
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- S.M. Dinehart
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- T.G. Berger
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- T.h. Gschnait
- T.h. Rufli
- T.I. Christmas
- T.J. Baar
- T.K. Weber
- T.K. Weber
- T.M. Chalmin
- T.N. Bryant
- T.R. Einarson
- T.Y. Woo
- U-F. Haustein
- U-F. Haustein
- U. Gieler
- U. Hofmann
- U. Hohenleutner
- U. Hohenleutner
- U. Hohenleutner
- U. Neubert
- U.W. Schnyder
- V. Fatourechi
- V. Gracia-Patos Briones
- V. Janovsky
- V. Kassis
- V. Mibelli
- V. Ruiz-Perez
- V. Wienert
- V. Wienert
- V. Wienert
- V.L. Brooks
- W-J. Worret
- W. Hartschuh
- W. Hartschuh
- W. Heitland
- W. Hodgkin
- W. Kempf
- W. Lechner
- W. Selby Tulloch
- W. Stieler
- W. Westerhof
- W.D. James
- W.D. Strohm
- W.E. Longo
- W.H. Isbister
- W.H.C. Burgdorf
- W.I. Roth
- W.L. White
- W.P. Su
- W.R. Hart
- W.T. Hsu
- Y. Hori
- Y. Sakazaki
- Y. Takagi
- Y. Yakuwa
- Y.D. Eliezri
- Z.A. Abdel-Malek
- Publication venue
- 'Springer Science and Business Media LLC'
- Publication date
- 01/01/2003
- Field of study