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An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters

16 references·7 citing·56 second hopsampled

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References

1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1991The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction2,162 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
2003When Is Honesty the Best Policy? The Effect of Stated Company Intent on Consumer Skepticism1,000 cited
2002The Role of Emotions in Service Encounters810 cited
1997Embarrassment: Its distinct form and appeasement functions.751 cited
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2006Marketing Models of Service and Relationships507 cited
2005“Counting Your Customers” the Easy Way: An Alternative to the Pareto/NBD Model454 cited
2001Embarrassment in Consumer Purchase: The Roles of Social Presence and Purchase Familiarity: Table 1424 cited
2003CONSUMER PERCEPTION OF CORPORATE DONATIONS Effects of Company Reputation for Social Responsibility and Type of Donation348 cited
2004Service Recovery and Fairness Perceptions in Collectivist and Individualist Contexts325 cited
2000Ensuring greater satisfaction by engineering salesperson response to customer emotions293 cited
1996Good and bad shopping vibes: Spending and patronage satisfaction283 cited

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1997Embarrassment: poise and peril in everyday life280 cited

2001Seeking something different? A model of schema typicality, consumer affect, purchase intentions and perceived shopping value276 cited

Cited by

2018A Review of Consumer Embarrassment as a Public and Private Emotion87 cited
2017Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encounters36 cited
2020Approacher be-wear? Increasing shopper approach intentions through employee apparel24 cited
2013Retail customers' self-awareness: The deindividuation effects of others24 cited
2016Comparing perceived insecurity among customers and retail staff during service encounters17 cited
2018Facing contradictory emotions in event marketing: leveraging on surprise16 cited
2017Do men and women use different tactics to cope with the embarrassment of buying condoms?16 cited