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

How Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions

16 references·16 citing·35 second hopsampled

FromToDepth

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

References

2025Advances in Consumer Research13,264 cited
1872The expression of the emotions in man and animals.12,119 cited
1954The critical incident technique.8,184 cited
1974An approach to environmental psychology7,295 cited
2007Critical Incident Technique5,287 cited
1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
1995Customer Switching Behavior in Service Industries: An Exploratory Study2,903 cited
1977Human Emotions2,868 cited
1980Emotion: A Psychoevolutionary Synthesis2,487 cited
1987Product/Consumption-Based Affective Responses and Postpurchase Processes2,464 cited
1997Measuring Emotions in the Consumption Experience1,970 cited
1994Critical Service Encounters: The Employee's Viewpoint1,821 cited
1986The Anthropology of Emotions1,357 cited
1984Designing services that deliver1,272 cited
1987Predictability and Personalization in the Service Encounter1,135 cited
1999Functional Accounts of Emotions863 cited

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

Cited by

2015Employee Emotional Competence105 cited
2018A Review of Consumer Embarrassment as a Public and Private Emotion87 cited
2014Talk up or criticize? Customer responses to WOM about competitors during social interactions86 cited
2016Other Customer Service Failures: Emotions, Impacts, and Attributions84 cited
2019Getting over discomfort in luxury brand stores: How pop-up stores affect perceptions of luxury, embarrassment, and store evaluations53 cited
2012Investigating consumer embarrassment in service interactions52 cited
2008An examination of consumer embarrassment and repatronage intentions in the context of emotional service encounters51 cited
2013Third Party Customers Infecting Other Customers for Better or for Worse50 cited
2015Emotional timescapes: the temporal perspective and consumption emotions in services50 cited
2017Embarrassed customers: the dark side of receiving help from others44 cited
2008Perceived Value of Mobile Service Use and its Consequences39 cited
2017Oh my gosh, I got to get out of this place! A qualitative study of vicarious embarrassment in service encounters36 cited
2018Assessing the role of emotions in B2B decision making: an exploratory study35 cited
2023Breaking rules yet helpful for all: Beneficial effects of pro‐customer rule breaking on employee outcomes28 cited
2020Approacher be-wear? Increasing shopper approach intentions through employee apparel24 cited
2013Retail customers' self-awareness: The deindividuation effects of others24 cited