TY  - JOUR
AB  - 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.
VL  - 6
IS  - 3
SN  - 0956-4233
DO  - 10.1108/09564239510091330
UR  - https://doi.org/10.1108/09564239510091330
AU  - Price Linda L.
AU  - Arnould Eric J.
AU  - Deibler Sheila L.
PY  - 1995
Y1  - 1995/01/01
TI  - Consumers’ emotional responses to service encounters: the
influence of the service provider
T2  - International Journal of Service Industry Management
PB  - MCB UP Ltd
SP  - 34
EP  - 63
Y2  - 2024/04/25
ER  -