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Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension
16 references·0 citing·51 second hopsampled
Joking with customers in the service encounter has a negative impact on customer satisfaction: Replication and extension (2018)Joking with customers in the service enco…Measuring Narrative Engagement (2009)Measuring Narrative EngagementAn Episodic Process Model of Affective Influences on Performance. (2005)An Episodic Process Model of …The evolution and future of national customer satisfaction index models (2001)The evolution and future of n…Time Flies When You’re Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage1 (2000)Time Flies When You’re Having…The role of transportation in the persuasiveness of public narratives. (2000)The role of transportation in…Humor as a Double-Edged Sword: Four Functions of Humor in Communication (2000)Humor as a Double-Edged Sword…Relational Benefits in Services Industries: The Customer's Perspective (1998)Relational Benefits in Servic…Mood and judgment: The affect infusion model (AIM). (1995)Mood and judgment: The affect…Going to Extremes: Managing Service Encounters and Assessing Provider Performance (1995)Going to Extremes: Managing S…Market Orientation: Antecedents and Consequences (1993)Market Orientation: Anteceden…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…A National Customer Satisfaction Barometer: The Swedish Experience (1992)A National Customer Satisfact…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Psychological climate: Dimensions and relationships of individual and aggregated work environment perceptions (1979)Psychological climate: Dimens…Self-efficacy: Toward a unifying theory of behavioral change. (1977)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)Trust and TAM in Online Shopping: An Integrated Model1 (2003)Technology Acceptance Model 3 and a Research Agenda on Interventions (2008)Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology1 (2012)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)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Advances in Consumer Research (2025)The Effect of a Market Orientation on Business Profitability (1990)Organizational culture and leadership (1993)Evolving to a New Dominant Logic for Marketing (2003)The Discovery of Grounded Theory (2017)Flow: the psychology of optimal experience (1990)Evaluating the use of exploratory factor analysis in psychological research. (1999)Confirmatory factor analysis for applied research (2007)Identification as a Mechanism of Narrative Persuasion (2011)How Does Fiction Reading Influence Empathy? An Experimental Investigation on the Role of Emotional Transportation (2013)Narrative versus Nonnarrative: The Role of Identification, Transportation, and Emotion in Reducing Health Disparities (2013)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)The Capabilities of Market-Driven Organizations (1994)Market Orientation and the Learning Organization (1995)Customer value: The next source for competitive advantage (1997)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)\nThe use of partial least squares path modeling in international marketing (2009)The Psychology of Interpersonal Relations. (1958)The case for motivated reasoning. (1990)The Emerging Field of Emotion Regulation: An Integrative Review (1998)Well-being : the foundations of hedonic psychology (1999)Social Influence: Compliance and Conformity (2004)THE PSYCHOLOGY OF PERSONAL CONSTRUCTS (2010)Basics of Qualitative Research: Grounded Theory Procedures and Techniques. (1992)The Commitment-Trust Theory of Relationship Marketing (1994)Understanding Relationship Marketing Outcomes (2002)An approach to environmental psychology (1974)A circumplex model of affect. (1980)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Understanding Customer Experience Throughout the Customer Journey (2016)Actual Minds, Possible Worlds (1986)Book Review: The Psychology of Attitudes (1997)Entertainment-Education and Elaboration Likelihood: Understanding the Processing of Narrative Persuasion (2002)Toward a Theory of Entertainment Persuasion: Explaining the Persuasive Effects of Entertainment-Education Messages (2008)Handbook of Social Psychology (2013)Reading Literary Fiction Improves Theory of Mind (2013)
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References

  • 1990Market Orientation: The Construct, Research Propositions, and Managerial Implications9,157 cited
  • 1993Market Orientation: Antecedents and Consequences8,825 cited
  • 1992A National Customer Satisfaction Barometer: The Swedish Experience5,704 cited
  • 2000The role of transportation in the persuasiveness of public narratives.5,441 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,887 cited
  • 2000Time Flies When You’re Having Fun: Cognitive Absorption and Beliefs About Information Technology Usage14,763 cited
  • 1995Mood and judgment: The affect infusion model (AIM).3,474 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,257 cited
  • 1998Relational Benefits in Services Industries: The Customer's Perspective2,347 cited
  • 2009Measuring Narrative Engagement1,234 cited
  • 1987Predictability and Personalization in the Service Encounter1,136 cited
  • 2005An Episodic Process Model of Affective Influences on Performance.1,080 cited
  • 2001The evolution and future of national customer satisfaction index models1,071 cited
  • 2000Humor as a Double-Edged Sword: Four Functions of Humor in Communication991 cited
  • 1979Psychological climate: Dimensions and relationships of individual and aggregated work environment perceptions

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824 cited
  • 1995Going to Extremes: Managing Service Encounters and Assessing Provider Performance794 cited
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