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Ensuring greater satisfaction by engineering salesperson response to customer emotions

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References

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1962Cognitive, social, and physiological determinants of emotional state.6,222 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
2007Critical Incident Technique5,287 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1985Patterns of cognitive appraisal in emotion.4,061 cited
1980Review of personality and social psychology3,593 cited
1983Review of personality and social psychology3,365 cited
1999The Role of Emotions in Marketing3,295 cited
1993Emotional Labor in Service Roles: The Influence of Identity3,271 cited
1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
1987Emotion knowledge: Further exploration of a prototype approach.3,071 cited
1993River Magic: Extraordinary Experience and the Extended Service Encounter2,572 cited
1983The Managed Heart2,165 cited
1997Measuring Emotions in the Consumption Experience1,970 cited
1994Store atmosphere and purchasing behavior

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