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Investigating consumer embarrassment in service interactions · Study

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ArticleInvestigating consumer embarrassment in service interactions

Luorong Wu2012

OA

Articlegreen2012

Investigating consumer embarrassment in service interactions

Luorong Wu · Anna S. Mattila

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

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Customer Service Quality and Loyalty Emotions and Moral Behavior Emotional Labor in Professions

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References

1995The need to belong: Desire for interpersonal attachments as a fundamental human motivation.1986Dynamics of a stressful encounter: Cognitive appraisal, coping, and encounter outcomes.1998Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology.1993Handbook of Emotions 1981The psychology of social impact.1965Social Facilitation 1957An inventory for assessing different kinds of hostility.2000Emotion, Regulation, and Moral Development

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2019Why and when witnessing uncivil behavior leads observers to punish frontline employees and leave the firm 2024The Servicescape and Its Impact on Consumer Satisfaction: A Meta‐Analysis

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2018A Review of Consumer Embarrassment as a Public and Private Emotionarticle · 11 shared references 1997Embarrassment: Its distinct form and appeasement functions.article · 8 shared references 2011Flustered and faithful: Embarrassment as a signal of prosociality.article · 8 shared references 2001Social Presence, Embarrassment, and Nonverbal Behaviorarticle · 8 shared references 2017Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encountersarticle · 8 shared references 2001Cardiovascular responses of embarrassment and effects of emotional suppression in a social setting.article · 6 shared references

Details

Year2012

Typearticle

Published2012-09-04

VenueInternational Journal of Hospitality Management

ISSN-L0278-4319

Languageen

Citations52

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/j.ijhm.2012.08.003

openalex_workW2063680397

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