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Emotional Responses to a Professional Service Encounter

Emotional Responses to a Professional Service Encounter Considers the interaction between customer and provider inprofessional service encounters, where extended persontopersondiscussions frequently take place. Describes an experiment in whichsubjects read and reacted to stories describing such encounters, whichincluded three service variables competency, outcome andcourtesy. Reports on the emotional responses of the subjects, findingthat courtesy was responsible for most of the variation in response.Discusses the managerial implications resulting from the study, notablythe importance of courtesy in professional service encounters. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Emotional Responses to a Professional Service Encounter

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0887-6045
DOI
10.1108/08876049110035503
Publisher site
See Article on Publisher Site

Abstract

Considers the interaction between customer and provider inprofessional service encounters, where extended persontopersondiscussions frequently take place. Describes an experiment in whichsubjects read and reacted to stories describing such encounters, whichincluded three service variables competency, outcome andcourtesy. Reports on the emotional responses of the subjects, findingthat courtesy was responsible for most of the variation in response.Discusses the managerial implications resulting from the study, notablythe importance of courtesy in professional service encounters.

Journal

Journal of Services MarketingEmerald Publishing

Published: Feb 1, 1991

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