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Emotional Responses to a Professional Service Encounter

Madeline Johnson (Associate professor of business law at the University of Houston‐Downtown. She holds a doctor of jurisprudence from the University of Texas and is licensed to practice law in Texas.)
George M. Zinkhan (Holder of the Conn Appliances Lectureship in Marketing at the University of Houston, which he joined in 1981.)

Journal of Services Marketing

ISSN: 0887-6045

Article publication date: 1 February 1991



Considers the interaction between customer and provider in professional service encounters, where extended person‐to‐person discussions frequently take place. Describes an experiment in which subjects read and reacted to stories describing such encounters, which included three service variables – competency, outcome and courtesy. Reports on the emotional responses of the subjects, finding that courtesy was responsible for most of the variation in response. Discusses the managerial implications resulting from the study, notably the importance of courtesy in professional service encounters.



Johnson, M. and Zinkhan, G.M. (1991), "Emotional Responses to a Professional Service Encounter", Journal of Services Marketing, Vol. 5 No. 2, pp. 5-16.




Copyright © 1991, MCB UP Limited

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