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What is quality? : an integrative framework of processes and states

Golder, Peter N.; Mitra, Debanjan; Moorman, Christine - In: Journal of marketing 76 (2012) 4, pp. 1-23

Persistent link: https://www.econbiz.de/10009782931

Measuring memorable dining experiences and related emotions in fine dining restaurants

Tsaur, Sheng-Hshiung; Lo, Pei-Chun - In: Journal of hospitality marketing & management 29 (2020) 8, pp. 887-910

Persistent link: https://www.econbiz.de/10012384379

Consumer desire for personalisation of products and services : cultural antecedents and consequences for customer evaluations

Torrico, Boris Herbas; Frank, Björn - In: Total quality management & business excellence 30 (2019) 4, pp. 355-369

Persistent link: https://www.econbiz.de/10012199759

Rectifying failure of service : how customer perceptions of justice affect their emotional reponse and social media testimonial

Kim, Eojina; Tang, Liang - In: Journal of hospitality marketing & management 25 (2016) 7/8, pp. 897-924

Persistent link: https://www.econbiz.de/10011621365

Customer emotions in service robot encounters : a hybrid machine-human intelligence approach

Filieri, Raffaele; Lin, Zhibin; Li, Yulei; Lu, Xiaoqian; … - In: Journal of service research 25 (2022) 4, pp. 614-629

Persistent link: https://www.econbiz.de/10013396024

Affective complementarity in service encounters

Giardini, Angelo; Frese, Michael - In: Management Revue 18 (2007) 1, pp. 75-87

Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell's (1974)...

Persistent link: https://www.econbiz.de/10010318144