3 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
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- P. Ekman
- P. Ekman W.V. Friesen
- P. Gardner
- P. Shaver J. Schwartz, D. Kirson, C. O’Connor
- 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. Härtel, 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
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- 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
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- S. Erevelles
- S. Erevelles C. Leavitt
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- 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
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- 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 employee–customer 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
Chapter 1 The End of Expressionism: A Conditional Approach to Bounded Emotionality in Organizations
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- A. Hedge
- A. Hochschild
- A. Isen M.S. Johnson, E. Mertz, G.F. Robinson
- A. Rafaeli R. Sutton
- A. Rafaeli R.I. Sutton
- A.B. Becker J.S. Warm, W.N. Dember, P.A. Hancock
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- J.P. Forgas G. Tehani
- J.P. Forgas G.H. Bower
- J.P. Forgas G.H. Bower, S. Krantz
- J.P. Forgas J.M. George
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- J.P. Forgas S.J. Moylan
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- J.S. Ott
- J.T. Cacciopo R.E. Petty
- J.T. Cacciopo W.L. Gardner, G.G. Berntson
- K. Fiedler
- K. Fiedler W. Stroehm
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- K.K. Smith D.N. Berg
- L. Bailey R. Thompson
- L. Putnam D. Mumby
- L.B. Alloy L.Y. Abramson, D. Viscusi
- L.M. Bartoshuk
- L.M. Isbell R.S. Wyer
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- W. Bouscein W. Ottmann
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- Publication venue
- 'Elsevier BV'
- Publication date
- 01/01/2007
- Field of study
Dust Evolution and the Formation of Planetesimals
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- A. Isella
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- A. Johansen
- A. Johansen
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- A. Johansen
- A. Kataoka
- A. Natta
- A. Seizinger
- A. Sicilia-Aguilar
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- A. Zsom
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- Publication venue
- 'Springer Science and Business Media LLC'
- Publication date
- Field of study