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Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction
16 references·0 citing·45 second hop
Affect-as-Information: Customer and Employee Affective Displays as Expeditious Predictors of Customer Satisfaction (2023)Affect-as-Information: Customer and Emplo…Critical service logic: making sense of value creation and co-creation (2012)Critical service logic: makin…Handbook of research methods in personality psychology (2007)Handbook of research methods …What are emotions? And how can they be measured? (2005)What are emotions? And how ca…WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY. (2003)WHEN "THE SHOW MUST GO ON": S…SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)SERVICE WITH A SMILE: EMOTION…Customer Satisfaction: A Meta-Analysis of the Empirical Evidence (2001)Customer Satisfaction: A Meta…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. (1996)Affective Events Theory: A th…Mood and judgment: The affect infusion model (AIM). (1995)Mood and judgment: The affect…The Antecedents and Consequences of Customer Satisfaction for Firms (1993)The Antecedents and Consequen…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Feelings as information: informational and motivational functions of affective states (1989)Feelings as information: info…Expression of Emotion as Part of the Work Role (1987)Expression of Emotion as Part…Employee and customer perceptions of service in banks: Replication and extension. (1985)Employee and customer percept…Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. (1983)Mood, misattribution, and jud…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Good Day Sunshine: Stock Returns and the Weather (2003)Understanding Customer Experience Throughout the Customer Journey (2016)Prospect theory: An analysis of decision under risk (1988)Whence Consumer Loyalty? 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References

  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions15,223 cited
  • 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.5,128 cited
  • 2005What are emotions? And how can they be measured?4,737 cited
  • 1993The Antecedents and Consequences of Customer Satisfaction for Firms4,666 cited
  • 1996Affective Events Theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work.3,562 cited
  • 1995Mood and judgment: The affect infusion model (AIM).3,474 cited
  • 1999The Role of Emotions in Marketing3,350 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,257 cited
  • 2012Critical service logic: making sense of value creation and co-creation2,620 cited
  • 2007Handbook of research methods in personality psychology2,381 cited
  • 2003WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.2,290 cited
  • 2001Customer Satisfaction: A Meta-Analysis of the Empirical Evidence2,229 cited
  • 1989Feelings as information: informational and motivational functions of affective states1,953 cited
  • 1987Expression of Emotion as Part of the Work Role1,489 cited

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  • 2001SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.1,432 cited
  • 1985Employee and customer perceptions of service in banks: Replication and extension.1,353 cited
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