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Views From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting · Study

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ArticleViews From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting

Elizabeth Cowley2005

Article2005

Views From Consumers Next in Line: The Fundamental Attribution Error in a Service Setting

Elizabeth Cowley

58 citations·0/0 files stored·Journal of the Academy of Marketing Science

No readable copy stored yet — this record is metadata only.

Customer Service Quality and Loyalty Consumer Retail Behavior Studies Emotional Labor in Professions

Abstract

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Citations in this library

Stored only when both papers are in the corpus — 58 citations exist upstream.

References

1991Culture and the Self: Implications for Cognition, Emotion, and Motivation 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research 1997Dimensions of Brand Personality 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1988Individualism and collectivism: Cross-cultural perspectives on self-ingroup relationships.1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery 1995The correspondence bias.

Cited by

2020The value disruption of uncivil other-customers during online service recovery 2016Discount reference moderates customers' reactions to discount frames after online service failure 2018Breathing Down Your Neck!2018Shifting the Blame 2011Demonstrating the Correspondence Bias

Details

Year2005

Typearticle

Published2005-03-03

VenueJournal of the Academy of Marketing Science

ISSN-L0092-0703

Languageen

Citations58

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1177/0092070304268627

openalex_workW2005670683

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