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Warmth during non-productive retail encounters: the hidden side of productivity · Study

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Warmth during non-productive retail encounters: the hidden side of productivity

Jos G. A. M. Lemmink, Jan Mattsson

1998-12-01articleInternational Journal of Research in Marketing88 citationsclosed

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Employee Performance and Motivation

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Citations in this library

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References

1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

1992Servicescapes: The Impact of Physical Surroundings on Customers and Employees

1990Zero defections: quality comes to services.

1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

1994Customer Satisfaction, Market Share, and Profitability: Findings From Sweden

1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions

1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response

1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives

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2005Assessing the Productivity of the UK Retail Sector

2005Differential impact of social influence in the hospitality encounter

2022Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation

2012The Effects of Facial Attractiveness and Gender on Customer Evaluations during a Web-Video Sales Encounter

2007Evaluating an extended relationship marketing model for Arab guests of five-star hotels

2011Exploring the fit of real brands in theSecond Life1virtual world

2014Assessing the value of real-life brands in Virtual Worlds

2021Befriending the Enemy: The Effects of Observing Brand-to-Brand Praise on Consumer Evaluations and Choices

Details

Year1998

Typearticle

VenueInternational Journal of Research in Marketing

Languageen

Files0 public / 0

Identifiers

doi10.1016/s0167-8116(98)00016-0

openalex_workW2007246684

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