SZodixStudyAcademic Library

Dashboard Shelves Open access My library Inbox Notes Write Learn Alerts

More

Ask your library Notifications Quick cite Review

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

Other consumers in service encounters: A script theoretical perspective · Study

ArticleShelves

ArticleOther consumers in service encounters: A script theoretical perspective

Li Miao2011

Article2011

Other consumers in service encounters: A script theoretical perspective

Li Miao · Anna S. Mattila · Dan Mount

99 citations·0/0 files stored·International Journal of Hospitality Management

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

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty AI in Service Interactions Emotional Labor in Professions

Abstract

No abstract was published for this record.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 99 citations exist upstream.

References

1984The Managed Heart: Commercialization of Human Feeling 2001Bad is Stronger than Good 1998What Good Are Positive Emotions?2010Satisfaction: a behavioral perspective on the consumer 1988SCRIPTS, PLANS, GOALS, AND UNDERSTANDING 2014Handbook of Social Cognition 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response 2014Satisfaction: A Behavioral Perspective on the Consumer

Cited by

2018Apple Pay: Coolness and embarrassment in the service encounter 2014Others service experiences: emotions, perceived justice, and behavior 2016Other Customer Service Failures: Emotions, Impacts, and Attributions 2020Emotion, memory and re-collective value: shared festival experiences 2017Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts 2014Testing the Moderation Effect of Hotel Ambience on the Relationships Among Social Comparison, Affect, Satisfaction, and Behavioral Intentions

Related works

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

2014Self-regulation and “other consumers” at service encounters: A sociometer perspectivearticle · 9 shared references 2007The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospectivearticle · 7 shared references 2002Atmospherics, Service Encounters and Consumer Decision Making: An Integrattve Perspectivearticle · 7 shared references 2018Effect of disruptive customer behaviors on others' overall service experience: An appraisal theory perspectivearticle · 7 shared references 2011The Impact of Other Customers on Customer Experiencesarticle · 7 shared references 2006How does the perceived retail environment influence consumers' emotional experience? evidence from two retail settingsarticle · 7 shared references

Details

Year2011

Typearticle

Published2011-03-07

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations99

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

Identifiers

doi10.1016/j.ijhm.2011.01.012

openalex_workW2012732963

Links

Imported from OpenAlex (CC0) — nothing here is generated.

2018In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers

2018The role of language, appearance, and smile on perceptions of authenticity versus rapport