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- Publisher
- Emerald Publishing
- Copyright
- Copyright © 1995 MCB UP Ltd. All rights reserved.
- ISSN
- 0956-4233
- DOI
- 10.1108/09564239510091330
- Publisher site
- See Article on Publisher Site
Abstract
Reports on a study looking at dimensions of service provider performance that influence immediate emotional responses to service encounters, based on 914 service encounters. Identifies five service‐provider dimensions that are significant predictors of emotional response to services. Finds that different service‐provider dimensions influence positive as compared with negative emotional responses and that temporal duration and spatial intimacy of the encounter affect both the reported levels and relative importance of these service‐provider dimensions to emotional responses.
Journal
International Journal of Service Industry Management – Emerald Publishing
Published: Aug 1, 1995
Keywords: Customer satisfaction; Research; Service; Service quality