8 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
Osmotic and non-osmotic regulation of thirst and vasopressin secretion in patients with compulsive water drinking
- Author
- Publication venue
- 'Wiley'
- Publication date
- Field of study
Haemorrhage-evoked decompensation and recompensation mediated by distinct projections from rostral and caudal midline medulla in the rat
- Author
- Allen G.V.
- Bieger D.
- Bonham A.C.
- Coote J.H.
- Corbett E.K.A.
- Day T.A.
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- Guyenet P.G.
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- Verberne A.J.M.
- Victor R.G.
- Wouterlood F.G.
- Zerbe R.L.
- Publication venue
- 'Wiley'
- Publication date
- Field of study
Psychogenic polydipsia review: Etiology, differential, and treatment
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- A.M. Moses
- B. Wilkins
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- Brian Dundas
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- W.V. Veiweg
- Publication venue
- 'Springer Science and Business Media LLC'
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- Field of study
Design Principles for Policy Mixes: Cohesion and Coherence in âNew Governance Arrangementsâ
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- Bator F.M.
- Beland D.
- Bemelmans-Videc M.L.
- Bode I.
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- 'Elsevier BV'
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Chapter 4 Team Emotion Recognition Accuracy and Team Performance
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- A. Furnham P. Stringfield
- A. Rafaeli R.I. Sutton
- A.G. Halberstadt J.A. Hall
- A.J. Fridlund
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- Publication date
- 01/01/2007
- Field of study
Treatment protocols for demodicosis: an evidence-based review
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- 'Wiley'
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- Publication venue
- 'SAGE Publications'
- Publication date
- Field of study