Consumers’ emotional responses to service encounters the influence of the service provider

Consumers’ emotional responses to service encounters the influence of the service provider 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

Consumers’ emotional responses to service encounters the influence of the service provider

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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 ManagementEmerald Publishing

Published: Aug 1, 1995

Keywords: Customer satisfaction; Research; Service; Service quality

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