Citation map · Study

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

16 references·16 citing·43 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1984The Managed Heart: Commercialization of Human Feeling8,746 cited
2001Bad is Stronger than Good7,670 cited
1998What Good Are Positive Emotions?6,063 cited
2010Satisfaction: a behavioral perspective on the consumer6,042 cited
1988SCRIPTS, PLANS, GOALS, AND UNDERSTANDING4,535 cited
2014Handbook of Social Cognition4,154 cited
1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
2014Satisfaction: A Behavioral Perspective on the Consumer3,003 cited
1981The psychology of social impact.2,864 cited
1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
1989Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach2,084 cited
1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
1997Measuring Emotions in the Consumption Experience1,970 cited
1989Feelings as information: informational and motivational functions of affective states1,953 cited
2000Atmospheric Effects on Shopping Behavior1,921 cited
1994

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

Critical Service Encounters: The Employee's Viewpoint

1,821 cited

Cited by

2018Apple Pay: Coolness and embarrassment in the service encounter86 cited
2014Others service experiences: emotions, perceived justice, and behavior85 cited
2016Other Customer Service Failures: Emotions, Impacts, and Attributions84 cited
2020Emotion, memory and re-collective value: shared festival experiences82 cited
2017Customers’ perceived justice, emotions, direct and indirect reactions to service recovery: Moderating effects of recovery efforts81 cited
2014Testing the Moderation Effect of Hotel Ambience on the Relationships Among Social Comparison, Affect, Satisfaction, and Behavioral Intentions79 cited
2018In-flight NCCI management by combining the Kano model with the service blueprint: A comparison of frequent and infrequent flyers66 cited
2018The role of language, appearance, and smile on perceptions of authenticity versus rapport59 cited
2013Situational influences on the evaluation of other-customer failure53 cited
2015How does social distance impact customers’ complaint intentions? A cross-cultural examination52 cited
2012Investigating consumer embarrassment in service interactions52 cited
2015Monetary or nonmonetary compensation for service failure? A study of customer preferences under various loci of causality51 cited
2013Effectiveness of recovery actions on deviant customer behavior—The moderating role of gender49 cited
2014Territoriality revisited: Other customer's perspective49 cited
2021Service products and productization46 cited
2015What may lead you to recommend and revisit a hotel after a service failure instead of complaining?46 cited