Consumers’ emotional responses to service encounters: the influence of the service provider
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
:MCB UP Ltd
Copyright © 1995, MCB UP Limited