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The Social Psychology of Service Interactions

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References

1973The Strength of Weak Ties40,446 cited
1981The Evolution of Cooperation20,055 cited
1984The Managed Heart: Commercialization of Human Feeling8,746 cited
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2012The Managed Heart3,197 cited
2015Overworked American, The524 cited
1976Methods of research in social psychology382 cited
1999Distinguishing between service relationships and encounters.346 cited
1997The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions.216 cited

Cited by

2012The role of contingent self-esteem and trust in consumer satisfaction: Examining perceived control and fairness as predictors41 cited
2020Intercultural service encounters: a systematic review and a conceptual framework on trust development38 cited
2009Joy and disappointment in the hotel experience: managing relationship segments33 cited
2017Coordinating Service Provision in Dynamic Service Settings: A Position-practice Relations Perspective18 cited
2011Social Shopping for Fashion: Development and Validation of a Multidimensional Scale16 cited

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