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Observation of listening behaviors in retail service encounters
16 references·0 citing·47 second hop
Observation of listening behaviors in retail service encounters (2007)Observation of listening behaviors in ret…Is “service with a smile” enough? Authenticity of positive displays during service encounters (2004)Is “service with a smile” eno…Employee behavior, feelings of warmth and customer perception in service encounters (2002)Employee behavior, feelings o…Perceived salesperson service attributes and retail patronage intentions (2001)Perceived salesperson service…Mystery Shopper Benchmarking of Durable-Goods Chains and Stores (2001)Mystery Shopper Benchmarking …The role of nonverbal communication in service encounters (2000)The role of nonverbal communi…Service behaviors that lead to satisfied customers (2000)Service behaviors that lead t…An empirical investigation of the impact of non‐verbal communication on service evaluation (2000)An empirical investigation of…The Use of Mystery Shopping in the Measurement of Service Delivery (1998)The Use of Mystery Shopping i…Mystery shopping programmes and human resource management (1998)Mystery shopping programmes a…Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination (1998)Assessing the Theatrical Comp…The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions. (1997)The Dynamics of Service: Refl…Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel (1997)Service encounter dimensions …Observational Data Collection Methods for Services Marketing: An Overview (1992)Observational Data Collection…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Planning the service encounter (1985)Planning the service encounterA Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …The Presentation of Self in Everyday Life. (1956)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)The Emerging Field of Emotion Regulation: An Integrative Review (1998)How rude! Emotional labor as a mediator between customer incivility and employee outcomes. (2010)Emotional Labor at a Crossroads: Where Do We Go from Here? (2015)The state of the heart: Emotional labor as emotion regulation reviewed and revised. (2017)A Paradigm for Developing Better Measures of Marketing Constructs (1979)An Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Service quality in Internet banking: the importance of customer role (2002)The service encounter (2008)Investigating the key factors affecting behavioral intentions (2011)Experimental and Quasi-Experimental Designs for Research (1963)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Behavioral Consequences of Service Quality (1996)Word of mouth: measuring the power of individual messages (2012)The impact of outcome quality, interaction quality, and peer‐to‐peer quality on customer satisfaction with a hospital service (2013)Do firms still need to be social? Firm generated content in social media (2018)Feeling and thinking: Preferences need no inferences. (1980)The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)A Multistage Model of Customers' Assessments of Service Quality and Value (1991)Exploring the conditions under which salesperson work satisfaction can lead to customer satisfaction (2005)The Influence of Angry Customer Outbursts on Service Providers' Facial Displays and Affective States (2007)Factors that influence new generation candidates to engage with and complete digital, AI-enabled recruiting (2019)What Is Meant by Services? (1966)An Investigation into the Determinants of Customer Satisfaction (1982)Customer satisfaction, customer retention, and market share (1993)The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration (2001)Mind, Self, and Society (2015)Effects of Theatrical Elements on Experiential Quality and Loyalty Intentions for Theme Parks (2008)The impact of other‐customer failure on service satisfaction (2008)The effects of three customer-to-customer interaction quality types on customer experience quality and citizenship behavior in mass service settings (2016)The Presentation of Self in Everyday Life (2023)Classifying Services to Gain Strategic Marketing Insights (1983)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Emotional Labor in Service Work (1999)Emotional Labor, Burnout, and Inauthenticity: Does Gender Matter? (2001)When the customer is wrong: A review of research on aggression and sexual harassment in service encounters (2008)Emotions in segmentation (2004)Linking the hierarchical service quality model to customer satisfaction and loyalty (2009)Examining student satisfaction with higher education services (2010)“Culture shocks” in inter‐cultural service encounters? (1999)The role of emotional satisfaction in service encounters (2004)The management of destination brands: Five guiding principles based on recent developments in corporate branding theory (2007)
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References

  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 2004Is “service with a smile” enough? Authenticity of positive displays during service encounters844 cited
  • 1985Planning the service encounter435 cited
  • 2000The role of nonverbal communication in service encounters322 cited
  • 2000Service behaviors that lead to satisfied customers271 cited
  • 1997The Dynamics of Service: Reflections on the Changing Nature of Customer/Provider Interactions.216 cited
  • 1997Service encounter dimensions ‐ a dyadic perspective: Measuring the dimensions of service encounters as perceived by customers and personnel211 cited
  • 1998Assessing the Theatrical Components of the Service Encounter: A Cluster Analysis Examination180 cited
  • 2000An empirical investigation of the impact of non‐verbal communication on service evaluation168 cited
  • 2001Perceived salesperson service attributes and retail patronage intentions153 cited
  • 1992Observational Data Collection Methods for Services Marketing: An Overview137 cited
  • 1998The Use of Mystery Shopping in the Measurement of Service Delivery117 cited
  • 2002Employee behavior, feelings of warmth and customer perception in service encounters99 cited

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  • 2001Mystery Shopper Benchmarking of Durable-Goods Chains and Stores79 cited
  • 1998Mystery shopping programmes and human resource management67 cited
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