Journal ArticleDOI
Ensuring greater satisfaction by engineering salesperson response to customer emotions
Kalyani Menon,Laurette Dubé +1 more
TLDR
In this article, the authors developed and empirically investigated a framework to help retail managers engineer effective salesperson response to customer emotions and ensure greater satisfaction, based on an interpersonal view of emotions, arguing that managers must be familiar with diagnostic cues for assessing emotion-eliciting contexts and how customers generally display these emotions.About:
This article is published in Journal of Retailing.The article was published on 2000-07-01. It has received 282 citations till now. The article focuses on the topics: Customer delight & Customer satisfaction.read more
Citations
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Journal ArticleDOI
Customer Experience Management in Retailing: Understanding the Buying Process
Nancy Puccinelli,Ronald C. Goodstein,Dhruv Grewal,Robert Price,Priya Raghubir,David W. Stewart +5 more
TL;DR: In this article, the authors provide an overview of existing consumer behavior literature and suggest that specific elements of consumer behavior (goals, schema, information processing, memory, involvement, attitudes, affective processing, atmospherics, and consumer attributions and choices) play important roles during various stages of the consumer decision process.
Journal ArticleDOI
The theme park experience: an analysis of pleasure, arousal and satisfaction.
TL;DR: In this paper, the authors analyzed how visitors' emotions in a theme park environment influence satisfaction and behavioral intentions, and found that visitors' willingness to pay more for the service is more likely to be induced by disconfirmation than by satisfaction alone.
The Role of Emotions in Service Encounters
Anna S. Mattila,Cathy A. Enz +1 more
TL;DR: In this paper, the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience was examined for mundane service transactions and the results indicated that frontline employees’ perceptions of the encounter are not aligned with those of their customers.
Journal ArticleDOI
The Role of Emotions in Service Encounters
Anna S. Mattila,Cathy A. Enz +1 more
TL;DR: In this paper, the impact of customer-displayed emotion and affect on assessments of the service encounter and the overall experience was examined for mundane service transactions and the results indicated that frontline employees’ perceptions of the encounter are not aligned with those of their customers.
Journal ArticleDOI
The effect of management commitment to service quality on employees’ affective and performance outcomes
TL;DR: In this paper, a service recovery performance model is proposed and tested with data from frontline bank employees in Turkey, which is derived from Bagozzi's (1992) reformulation of attitude theory.
References
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Book
Statistical Power Analysis for the Behavioral Sciences
TL;DR: The concepts of power analysis are discussed in this paper, where Chi-square Tests for Goodness of Fit and Contingency Tables, t-Test for Means, and Sign Test are used.
Book
Satisfaction: A Behavioral Perspective On The Consumer
TL;DR: Satisfaction: Satisfaction is defined as "the object of desire" as mentioned in this paper, and it is defined by attributes, features, and dimensions of a person's attributes and dimensions.
Journal ArticleDOI
Cognitive, social, and physiological determinants of emotional state.
TL;DR: The problem of which cues, internal or external, permit a person to label and identify his own emotional state has been with us since the days that James (1890) first tendered his doctrine that "the bodily changes follow directly the perception of the exciting fact, and that our feeling of the same changes as they occur is the emotion" (p. 449) as mentioned in this paper.
Journal ArticleDOI
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents:
TL;DR: In this article, the authors collected 700 incidents from customers of airlines, hotels, and restaurants and used the critical incident method to identify the most frequent service encounter from the customer's point of view.
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