Journal ArticleDOI
Verbal reports as data.
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This article is published in Psychological Review.The article was published on 1980-05-01. It has received 4365 citations till now.read more
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A critical incident approach to the examination of customer relationship management in a retail chain: an exploratory study
Amy Wong,Amrik S. Sohal +1 more
TL;DR: In this article, the authors investigated the nature of customer evaluations of their service encounters in a retail chain departmental store setting in Victoria, Australia and found that positive critical incidents foster customer satisfaction, customer loyalty, and repurchase intentions, while negative critical incidents affected customer behaviour and led to customer complaints, reduced willingness to patronise the retail firm, and to the spread of negative word-of-mouth behaviour.
Book
Handbook of Research on User Interface Design and Evaluation for Mobile Technology
TL;DR: The Handbook of Research on User Interface Design and Evaluation provides students, researchers, educators, and practitioners with a compendium of research on the key issues surrounding the design and evaluation of mobile user interfaces, such as the physical environment and social context in which a mobile device is being used and the impact of multitasking behavior typically exhibited by mobile-device users.
Journal ArticleDOI
Causes and constraints of the shift-to-easier-materials effect in the control of study.
John Dunlosky,Keith W. Thiede +1 more
TL;DR: The causes and constraints of the STEM effect were investigated across four experiments in which participants first briefly studied and judged their learning of 30 paired associates then were instructed to obtain a low performance goal and asked to select items for restudy.
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The Nature and Methodological Implications of the Cognitive Representation of Products
Michael D. Johnson,Claes Fornell +1 more
TL;DR: In this paper, a general relationship is proposed wherein more abstract attributes are likely to resemble continuous dimensions while more concrete attributes were likely to be dichotomous features, and the results of two studies that support both the general relationship and its methodological implications are reported.
Journal ArticleDOI
Developing Effective Pre-performance Routines in Golf: Why Don't We Ask the Golfer?
TL;DR: In this paper, the authors explored the nature of pre-performance routines used in golf and found that the development of routines is dependent on the personality, coping resources, and situational appraisals of each individual performer.
References
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Book
Human Problem Solving
TL;DR: The aim of the book is to advance the understanding of how humans think by putting forth a theory of human problem solving, along with a body of empirical evidence that permits assessment of the theory.
Journal ArticleDOI
Telling more than we can know: Verbal reports on mental processes.
TL;DR: In this paper, it was shown that people are sometimes unaware of the existence of a stimulus that influenced a response, unaware of its existence, and unaware that the stimulus has affected the response.
Journal ArticleDOI
Availability: A heuristic for judging frequency and probability
Amos Tversky,Daniel Kahneman +1 more
TL;DR: A judgmental heuristic in which a person evaluates the frequency of classes or the probability of events by availability, i.e., by the ease with which relevant instances come to mind, is explored.