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An investigation of positive affect, prosocial behaviors and service quality · Study

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ArticleAn investigation of positive affect, prosocial behaviors and service quality

Scott W. Kelley1997

Article1997

An investigation of positive affect, prosocial behaviors and service quality

Scott W. Kelley

236 citations·0/0 files stored·Journal of Retailing

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Customer Service Quality and Loyalty Job Satisfaction and Organizational Behavior Emotional Labor in Professions

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References

1988Structural equation modeling in practice: A review and recommended two-step approach.1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1988On the Evaluation of Structural Equation Models 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1989EQS : structural equations program manual 1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees 1988Organizational Citizenship Behavior: The Good Soldier Syndrome.1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents

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Year1997

Typearticle

Published1997-01-01

VenueJournal of Retailing

ISSN-L0022-4359

Languageen

Citations236

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/s0022-4359(97)90025-7

openalex_workW1550408369

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