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Growing negative services
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Growing negative services (2006)Growing negative servicesImmersive Service: Characteristics, Challenges, and Pathways to Consumer Agency (2025)Immersive Service: Characteri…When the road is rocky: Investigating the role of vulnerability in consumer journeys (2024)When the road is rocky: Inves…Using Architectural Mapping to Understand Behavior and Space Utilization in a Surgical Waiting Room of a Safety Net Hospital (2022)Using Architectural Mapping t…Service Providers’ Decision to Use Ethics Committees and Consultation in Complex Services (2020)Service Providers’ Decision t…Moderating Role of Stress in Evaluating Negative Services (2012)Moderating Role of Stress in …Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry (2010)Understanding the Effects of …Understanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process (2009)Understanding Emotional React…Exit, Voice and Loyalty: Responses to Decline in Firms, Organizations, and States. (1970)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)The Commitment-Trust Theory of Relationship Marketing (1994)The effect of stress on customer perception of the frontline employee: an experimental study (2017)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)The Health Belief Model: A Decade Later (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Applying Emotional Intelligence Skills to Leadership and Decision Making in Non-Profit Organizations (2013)There's not much to tell: The impact of emotional resilience on negative word‐of‐mouth following service failure (2023)Attitude-behavior relations: A theoretical analysis and review of empirical research. (1977)Birds of a Feather: Homophily in Social Networks (2001)Task versus relationship conflict, team performance, and team member satisfaction: A meta-analysis. (2003)Empowering Education with Crowdfunding: The Role of Crowdfunded Resources and Crowd Screening (2021)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Waiting times and socioeconomic status among elderly Europeans: evidence from SHARE (2009)Impact of Visual Art on Patient Behavior in the Emergency Department Waiting Room (2012)The Influence of Ambient Scent and Music on Patients' Anxiety in a Waiting Room of a Plastic Surgeon (2014)Research on Public Space Area Indicators of Physical Examination Centers (2024)A Study on the Classification of the Transport Needs of Patients Seeking Medical Treatment in High-Density Cities Based on the Kano Model (2025)Analysis and Interpretation of Qualitative Data in Consumer Research (1994)Emotion Regulation: Current Status and Future Prospects (2015)Understanding Customer Experience Throughout the Customer Journey (2016)Welcome to the experience economy. (1998)Transformative service research for human well-being: contextual challenges, place-based framework and SDGs (2025)
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  • 2024When the road is rocky: Investigating the role of vulnerability in consumer journeys39 cited
  • 2009Understanding Emotional Reactions for Negative Services: The Impact of Efficacy Beliefs and Stage in Process29 cited
  • 2010Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry22 cited
  • 2012Moderating Role of Stress in Evaluating Negative Services19 cited
  • 2020Service Providers’ Decision to Use Ethics Committees and Consultation in Complex Services12 cited
  • 2025Immersive Service: Characteristics, Challenges, and Pathways to Consumer Agency9 cited
  • 2022Using Architectural Mapping to Understand Behavior and Space Utilization in a Surgical Waiting Room of a Safety Net Hospital5 cited

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