Affective consumer responses in service encounters: The emotional content in narratives of critical incidents

[1]  Mary Jo Bitner,et al.  Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters , 2000 .

[2]  Klaus G. Grunert,et al.  Consumer behaviour and marketing strategy , 1999 .

[3]  Jan Mattsson,et al.  Warmth during non-productive retail encounters: the hidden side of productivity , 1998 .

[4]  Arjun Chaudhuri.  Product class effects on perceived risk: The role of emotion , 1998 .

[5]  Marsha L. Richins.  Measuring Emotions in the Consumption Experience , 1997 .

[6]  Veronica Liljander,et al.  Emotions in service satisfaction , 1997 .

[7]  R. Fisk,et al.  The impact of other customers on service experiences: A critical incident examination of “getting along” , 1997 .

[8]  R. Oliver.  Satisfaction: A Behavioral Perspective On The Consumer , 1996 .

[9]  Eric J. Arnould,et al.  Consumers’ emotional responses to service encounters , 1995 .

[10]  Shirley Taylor.  Waiting for Service: The Relationship between Delays and Evaluations of Service , 1994 .

[11]  R. Oliver.  Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .

[12]  Dacher Kehner,et al.  The Influence of Attributions on the Relevance of Negative Feelings to Personal Satisfaction , 1993 .

[13]  V. Adlakha,et al.  Attributes of Service Quality: The Consumers′ Perspective , 1992 .

[14]  R. Oliver,et al.  The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction , 1991 .

[15]  Madeline Johnson,et al.  Emotional Responses to a Professional Service Encounter , 1991 .

[16]  J. McGaugh.  Significance and Remembrance: The Role of Neuromodulatory Systems , 1990 .

[17]  Mary Jo Bitner,et al.  The Service Encounter: Diagnosing Favorable and Unfavorable Incidents: , 1990 .

[18]  D. Watson,et al.  Development and validation of brief measures of positive and negative affect: the PANAS scales. , 1988, Journal of personality and social psychology.

[19]  M. Holbrook,et al.  Assessing the Role of Emotions as Mediators of Consumer Responses to Advertising , 1987 .

[20]  P. Shaver,et al.  Emotion knowledge: further exploration of a prototype approach. , 1987, Journal of personality and social psychology.

[21]  Tom J. Brown,et al.  Basic Marketing Research , 1987 .

[22]  J. MacKinnon,et al.  Several Tests for Model Specication in the Pres-ence of Alternative Hypotheses , 1981 .

[23]  J. Russell.  A circumplex model of affect. , 1980 .

[24]  R. Plutchik.  Emotion, a psychoevolutionary synthesis , 1980 .

[25]  S. Siegel,et al.  Nonparametric Statistics for the Behavioral Sciences , 2022, The SAGE Encyclopedia of Research Design.