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Performance and the service encounter: an exploration of narrative expectations and relationship management in the outdoor leisure market
16 references·1 citing·40 second hop
Performance and the service encounter: an exploration of narrative expectations and relationship management in the outdoor leisure market (1998)Performance and the service encounter: an…Subcultures of Consumption: An Ethnography of the New Bikers (1995)Subcultures of Consumption: A…The Nature and Determinants of Customer Expectations of Service (1993)The Nature and Determinants o…River Magic: Extraordinary Experience and the Extended Service Encounter (1993)River Magic: Extraordinary Ex…Consumer Culture and Postmodernism (1993)Consumer Culture and Postmode…Acts of meaning (1991)Acts of meaningFlow. The Psychology of Optimal Experience. New York (HarperPerennial) 1990. (1990)Flow. The Psychology of Optim…Flow: the psychology of optimal experience (1990)Flow: the psychology of optim…Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Evaluating Service Encounters…SCRIPTS, PLANS, GOALS, AND UNDERSTANDING (1988)SCRIPTS, PLANS, GOALS, AND UN…Possessions and the Extended Self (1988)Possessions and the Extended …A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Hedonic Consumption: Emerging Concepts, Methods and Propositions (1982)Hedonic Consumption: Emerging…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Impression Management: The Self-Concept, Social Identity, and Interpersonal Relations. (1981)Impression Management: The Se…An approach to environmental psychology (1974)An approach to environmental …The Presentation of Self in Everyday Life. (1956)The Presentation of Self in E…Lenses and mirrors: the customer perspective on part‐time marketers (2004)Lenses and mirrors: the custo…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Market Orientation: Antecedents and Consequences (1993)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)PSYCHOLOGICAL CONDITIONS OF PERSONAL ENGAGEMENT AND DISENGAGEMENT AT WORK. (1990)Framing Processes and Social Movements: An Overview and Assessment (2000)Users of the world, unite! The challenges and opportunities of Social Media (2009)Being and Nothingness (2022)The Principles of Psychology (1891)Purity and Danger: An Analysis of Concepts of Pollution and Taboo (1967)Attachment and Loss (1969)Dimensions of Brand Personality (1997)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Standard Edition of the Complete Psychological Works of Sigmund Freud (1953)An Information Processing Theory of Consumer Choice (1979)Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value (1994)The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Advances in Consumer Research (2025)Minds, brains, and programs (1980)The role of knowledge in discourse comprehension: A construction-integration model. (1988)A review and reformulation of social information-processing mechanisms in children's social adjustment. (1994)Narrative configuration in qualitative analysis (1995)Culture and Cognition (1997)Work/Family Border Theory: A New Theory of Work/Family Balance (2000)Evidence for a three-factor theory of emotions (1977)Seeking the Ideal Form: Product Design and Consumer Response (1995)Core affect and the psychological construction of emotion. (2003)A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Subjective well-being: Three decades of progress. (1999)The role of positive emotions in positive psychology: The broaden-and-build theory of positive emotions. (2001)The benefits of being present: Mindfulness and its role in psychological well-being. (2003)
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References

  • 1956The Presentation of Self in Everyday Life.25,991 cited
  • 1990Flow: the psychology of optimal experience12,637 cited
  • 1988Possessions and the Extended Self9,050 cited
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  • 1974An approach to environmental psychology7,295 cited
  • 1982Hedonic Consumption: Emerging Concepts, Methods and Propositions5,610 cited
  • 1990Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses4,950 cited
  • 1988SCRIPTS, PLANS, GOALS, AND UNDERSTANDING4,535 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 1993The Nature and Determinants of Customer Expectations of Service2,665 cited
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  • 1981Impression Management: The Self-Concept, Social Identity, and Interpersonal Relations.2,062 cited
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  • 1990

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Flow. The Psychology of Optimal Experience. New York (HarperPerennial) 1990.
1,852 cited

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  • 2004Lenses and mirrors: the customer perspective on part‐time marketers8 cited