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Consumers’ emotional responses to service encounters: the influence of the service provider

Linda L. Price (College of Business, University of South Florida, Tampa, Florida, USA)
Eric J. Arnould (College of Business, University of South Florida, Tampa, Florida, USA)
Sheila L. Deibler (College of Business, University of Colorado at Boulder, Boulder, Colorado, USA)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 August 1995

Abstract

Reports on a study looking at dimensions of service provider performance that influence immediate emotional responses to service encounters, based on 914 service encounters. Identifies five service‐provider dimensions that are significant predictors of emotional response to services. Finds that different service‐provider dimensions influence positive as compared with negative emotional responses and that temporal duration and spatial intimacy of the encounter affect both the reported levels and relative importance of these service‐provider dimensions to emotional responses.

Keywords

Citation

Price, L.L., Arnould, E.J. and Deibler, S.L. (1995), "Consumers’ emotional responses to service encounters: the influence of the service provider", International Journal of Service Industry Management, Vol. 6 No. 3, pp. 34-63. https://doi.org/10.1108/09564239510091330

Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited