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ArticleImpact of waiting attribution and consumer's mood on perceived quality

Jean‐Charles Chebat1995

Article1995

Impact of waiting attribution and consumer's mood on perceived quality

Jean‐Charles Chebat · Pierre Filiatrault · Claire Gélinas‐Chebat · Alexander Vaninsky

137 citations·0/0 files stored·Journal of Business Research

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Customer Service Quality and Loyalty Consumer Retail Behavior Studies Emotional Labor in Professions

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References

1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1985An attributional theory of achievement motivation and emotion.1990Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 1979A theory of motivation for some classroom experiences.1988Response Determinants in Satisfaction Judgments 1978Affect, accessibility of material in memory, and behavior: A cognitive loop?1984Consumer Reactions to Product Failure: An Attributional Approach

Cited by

2007Customer complaint behaviour from the perspective of the service‐dominant logic of marketing 2008The attribution of service failures: effects on consumer satisfaction 1999Time Styles and the Waiting Experience 2012Waiting for service at the checkout 2019The unconscious perception of smells as a driver of consumer responses: a framework integrating the emotion-cognition approach to scent marketing

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Year1995

Typearticle

Published1995-11-01

VenueJournal of Business Research

ISSN-L0148-2963

Languageen

Citations137

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1016/0148-2963(95)98346-4

openalex_workW2154999786

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2002

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