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The influence of service environments on customer emotion and service outcomes

https://doi.org/10.1108/09604521111146243
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Outgoing claims: the papers this work cites, builds on, or argues with.

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Store environment and consumer purchase behavior: Mediating role of consumer emotions
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Customer response to intangible and tangible service factors
inferredcites →https://doi.org/10.1002/job.231openalex-snapshot
Situational and dispositional predictors of displays of positive emotions
inferredcites →https://doi.org/10.1002/mar.10063openalex-snapshot
E‐satisfaction and e‐loyalty: A contingency framework
inferredcites →https://doi.org/10.1007/s11747-007-0033-5openalex-snapshot
How sales controls affect job-related outcomes: the role of organizational sales-related psychological climate perceptions
inferredcites →https://doi.org/10.1016/0022-1031(91)90029-6openalex-snapshot
Reactions to and willingness to express emotion in communal and exchange relationships
inferredcites →https://doi.org/10.1016/0022-4359(94)90037-xopenalex-snapshot
Store atmosphere and purchasing behavior
inferredcites →https://doi.org/10.1016/0148-2963(94)00051-fopenalex-snapshot
Unacquainted influencers: When strangers interact in the retail setting
inferredcites →https://doi.org/10.1016/0148-2963(95)00125-5openalex-snapshot
Good and bad shopping vibes: Spending and patronage satisfaction
inferredcites →https://doi.org/10.1016/0148-2963(95)98346-4openalex-snapshot
Impact of waiting attribution and consumer's mood on perceived quality
inferredcites →https://doi.org/10.1016/j.ijhm.2009.01.002openalex-snapshot
The effects of dining atmospherics: An extended Mehrabian–Russell model
inferredcites →https://doi.org/10.1016/j.jbusres.2008.01.038openalex-snapshot
Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian–Russell model to restaurants
inferredcites →https://doi.org/10.1016/j.jretai.2006.10.006openalex-snapshot
The role of pleasant music in servicescapes: A test of the dual model of environmental perception
inferredcites →https://doi.org/10.1016/j.jretai.2008.07.001openalex-snapshot
Rapport-Building Behaviors Used by Retail Employees
inferredcites →https://doi.org/10.1016/j.tourman.2007.02.002openalex-snapshot
The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service—The service encounter prospective
inferredcites →https://doi.org/10.1016/s0007-6813(03)00092-2openalex-snapshot
In search of the right in-store music
inferredcites →https://doi.org/10.1016/s0022-4359(00)00028-2openalex-snapshot
Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments
inferredcites →https://doi.org/10.1016/s0022-4359(00)00031-2openalex-snapshot
The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences
inferredcites →https://doi.org/10.1016/s0022-4359(97)90015-4openalex-snapshot
The impact of other customers on service experiences: A critical incident examination of “getting along”
inferredcites →https://doi.org/10.1016/s0022-4359(97)90021-xopenalex-snapshot
Customer delight: Foundations, findings, and managerial insight
inferredcites →https://doi.org/10.1016/s0022-4359(99)00004-4openalex-snapshot
Unmasking a phantom: a psychometric assessment of mystery shopping22Some work on this paper was carried out while the first author was Visiting Professor, Institute of Marketing, Norwegian School of Economics and Business Administration and the second author was a doctoral candidate at University…
inferredcites →https://doi.org/10.1016/s0022-4359(99)80106-7openalex-snapshot
Excitement at the mall: Determinants and effects on shopping response
inferredcites →https://doi.org/10.1016/s0148-2963(97)00122-7openalex-snapshot
Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude
inferredcites →https://doi.org/10.1016/s0148-2963(97)00124-0openalex-snapshot
Negative Emotions in Marketing Research
inferredcites →https://doi.org/10.1016/s0148-2963(97)00177-xopenalex-snapshot
Observable Oral Participation in the Servuction System
inferredcites →https://doi.org/10.1016/s1057-7408(08)80016-2openalex-snapshot
Mood, Awareness, and Product Evaluation
inferredcites →https://doi.org/10.1016/s1057-7408(08)80056-3openalex-snapshot
Mood as a Determinant of Postconsumption Product Evaluations: Mood Effects and Their Dependency on the Affective Intensity of the Consumption Experience
inferredcites →https://doi.org/10.1017/cbo9781139174138openalex-snapshot
Emotional Contagion
inferredcites →https://doi.org/10.1037//0022-3514.80.1.112openalex-snapshot
Expressions of positive emotion in women's college yearbook pictures and their relationship to personality and life outcomes across adulthood.
inferredcites →https://doi.org/10.1037/0021-9010.87.5.1001openalex-snapshot
Mechanisms linking employee affective delivery and customer behavioral intentions.
inferredcites →https://doi.org/10.1037/0021-9010.88.5.879openalex-snapshot
Common method biases in behavioral research: A critical review of the literature and recommended remedies.
inferredcites →https://doi.org/10.1037/0021-9010.91.2.351openalex-snapshot
When organizational climate is unambiguous, it is also strong.
inferredcites →https://doi.org/10.1037/0022-3514.49.6.1513openalex-snapshot
Emotional reactions to a political leader's expressive displays.
inferredcites →https://doi.org/10.1037/0033-2909.103.3.411openalex-snapshot
Structural equation modeling in practice: A review and recommended two-step approach.
inferredcites →https://doi.org/10.1037/0033-2909.117.1.39openalex-snapshot
Mood and judgment: The affect infusion model (AIM).
inferredcites →https://doi.org/10.1080/02642060802250310openalex-snapshot
The influence of customer-to-customer interactions and role typology on customer reaction
inferredcites →https://doi.org/10.1080/02699939508408974openalex-snapshot
The effects of mood state on judgemental accuracy: Processing strategy as a mechanism
inferredcites →https://doi.org/10.1080/095939697342987openalex-snapshot
Conversations during purchase consideration: sales assistants and customers
inferredcites →https://doi.org/10.1080/10705519409539961openalex-snapshot
A general approach to representing multifaceted personality constructs: Application to state self‐esteem
inferredcites →https://doi.org/10.1086/208516openalex-snapshot
Mood States and Consumer Behavior: A Critical Review
inferredcites →https://doi.org/10.1086/209243openalex-snapshot
The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction
inferredcites →https://doi.org/10.1086/209250openalex-snapshot
Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience
inferredcites →https://doi.org/10.1086/209358openalex-snapshot
Cognitive, Affective, and Attribute Bases of the Satisfaction Response
inferredcites →https://doi.org/10.1086/209361openalex-snapshot
Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction
inferredcites →https://doi.org/10.1086/209499openalex-snapshot
Measuring Emotions in the Consumption Experience
inferredcites →https://doi.org/10.1108/03090560810852995openalex-snapshot
Servicescape and loyalty intentions: an empirical investigation
inferredcites →https://doi.org/10.1108/08876040510625981openalex-snapshot
The impact of customer‐to‐customer interactions in a high personal contact service setting
inferredcites →https://doi.org/10.1108/08876049410065624openalex-snapshot
The Importance of Servicescapes in Leisure Service Settings
inferredcites →https://doi.org/10.1108/09564230710778137openalex-snapshot
Modeling service encounters and customer experiential value in retailing
inferredcites →https://doi.org/10.1108/09564230810891941openalex-snapshot
The impact of other‐customer failure on service satisfaction
inferredcites →https://doi.org/10.1108/09564239510091330openalex-snapshot
Consumers’ emotional responses to service encounters
inferredcites →https://doi.org/10.1108/09564239710166272openalex-snapshot
Emotions in service satisfaction
inferredcites →https://doi.org/10.1108/09564239710185424openalex-snapshot
The qualitative satisfaction model
inferredcites →https://doi.org/10.1108/09590550610642819openalex-snapshot
Customer satisfaction in a retail setting
inferredcites →https://doi.org/10.1108/09596110610702968openalex-snapshot
The effects of atmospheric elements on customer impression: the case of hotel lobbies
inferredcites →https://doi.org/10.1108/09604520410557976openalex-snapshot
The role of emotional satisfaction in service encounters
inferredcites →https://doi.org/10.1108/eum0000000002488openalex-snapshot
Compatibility Management: Customer‐to‐Customer Relationships in Service Environments
inferredcites →https://doi.org/10.1111/j.1559-1816.1987.tb00298.xopenalex-snapshot
Interviewer's Moods and Reactions to Job Applicants: The Influence of Affective States on Applied Social Judgments1
inferredcites →https://doi.org/10.1111/j.1745-6606.1996.tb00729.xopenalex-snapshot
Consumer‐to‐Consumer Relationships: Satisfaction with Other Consumers' Public Behavior
inferredcites →https://doi.org/10.1146/annurev.ps.37.020186.002121openalex-snapshot
Environmental Psychology
inferredcites →https://doi.org/10.1177/002224378001700105openalex-snapshot
Path Analysis of Buyer Behavior under Conditions of Crowding
inferredcites →https://doi.org/10.1177/002224378101800104openalex-snapshot
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
inferredcites →https://doi.org/10.1177/002224378702400302openalex-snapshot
Product/Consumption-Based Affective Responses and Postpurchase Processes
inferredcites →https://doi.org/10.1177/002224379803500208openalex-snapshot
Interdependence, Punitive Capability, and the Reciprocation of Punitive Actions in Channel Relationships
inferredcites →https://doi.org/10.1177/009207030102900102openalex-snapshot
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
inferredcites →https://doi.org/10.1177/0092070301291002openalex-snapshot
Customer Satisfaction: A Meta-Analysis of the Empirical Evidence
inferredcites →https://doi.org/10.1177/0092070393211001openalex-snapshot
The Nature and Determinants of Customer Expectations of Service
inferredcites →https://doi.org/10.1177/0092070394224002openalex-snapshot
The Influence of Store Environment on Quality Inferences and Store Image
inferredcites →https://doi.org/10.1177/0092070397254002openalex-snapshot
A Study of the Relationships between Cognitive Appraisals and Consumption Emotions
inferredcites →https://doi.org/10.1177/109467002237494openalex-snapshot
Does Customer Knowledge Affect How Loyalty is Formed?
inferredcites →https://doi.org/10.1177/1094670502004004004openalex-snapshot
The Role of Emotions in Service Encounters
inferredcites →https://doi.org/10.1177/1094670503257044openalex-snapshot
The Consequences of Dysfunctional Customer Behavior
inferredcites →https://doi.org/10.1177/1094670505281665openalex-snapshot
Aesthetics and Professionalism of Virtual Servicescapes
inferredcites →https://doi.org/10.1177/14614456030050010101openalex-snapshot
Managing prospect affiliation and rapport in real-life sales encounters
inferredcites →https://doi.org/10.1177/1470593103040785openalex-snapshot
Social-Servicescape Conceptual Model
inferredcites →https://doi.org/10.1300/j090v01n04_09openalex-snapshot
Office Atmospherics and Dental Service Satisfaction
inferredcites →https://doi.org/10.1300/j090v21n02_06openalex-snapshot
The Impact of Perceived Physical Environments on Customers' Satisfaction and Return Intentions
inferredcites →https://doi.org/10.1509/jmkg.65.3.34.18334openalex-snapshot
Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach
inferredcites →https://doi.org/10.1509/jmkg.66.2.120.18470openalex-snapshot
The Influence of Multiple Store Environment Cues on Perceived Merchandise Value and Patronage Intentions
inferredcites →https://doi.org/10.1509/jmkg.70.3.58openalex-snapshot
Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships
inferredcites →https://doi.org/10.2307/1251871openalex-snapshot
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
inferredcites →https://doi.org/10.2307/1251919openalex-snapshot
Critical Service Encounters: The Employee's Viewpoint
inferredcites →https://doi.org/10.2307/1251929openalex-snapshot
The Behavioral Consequences of Service Quality
inferredcites →https://doi.org/10.2307/1252042openalex-snapshot
Servicescapes: The Impact of Physical Surroundings on Customers and Employees
inferredcites →https://doi.org/10.2307/30040678openalex-snapshot
WHEN "THE SHOW MUST GO ON": SURFACE ACTING AND DEEP ACTING AS DETERMINANTS OF EMOTIONAL EXHAUSTION AND PEER-RATED SERVICE DELIVERY.
inferredcites →https://doi.org/10.2307/3033676openalex-snapshot
The Effect of Feeling State on Evaluation of Positive, Neutral, and Negative Stimuli: When You "Accentuate the Positive," Do You "Eliminate the Negative"?
inferredcites →https://doi.org/10.2307/3069445openalex-snapshot
SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER.
inferredcites →https://doi.org/10.2307/3151850openalex-snapshot
Interdependence, Punitive Capability, and the Reciprocation of Punitive Actions in Channel Relationships
inferredcites →https://doi.org/10.5465/amj.2006.23478695openalex-snapshot
Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
inferredcites →https://doi.org/10.5860/choice.47-6963openalex-snapshot
Satisfaction: a behavioral perspective on the consumer

What points at this work

Incoming claims: where this work appears in other papers’ reference lists and arguments.

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Resort hotel service performance (RESERVE) – an instrument to measure tourists’ perceived service performance of resort hotels
inferred← citeshttps://doi.org/10.1080/10548408.2018.1468853openalex-snapshot
What do customers expect of travel agent–customer interactions? Measuring and improving customer experience in interactions with travel agents
inferred← citeshttps://doi.org/10.1080/10548408.2025.2541187openalex-snapshot
The effect of glamping tourism experience on subjective well-being, emotions, satisfaction and loyalty: experience economy theory
inferred← citeshttps://doi.org/10.1080/10941665.2020.1768128openalex-snapshot
As loyal as migratory birds: analyzing event revisit intention with dramaturgy and environmental psychology theories
inferred← citeshttps://doi.org/10.1080/10941665.2021.1908381openalex-snapshot
Revealing recreational settlement image from tourist sketch maps: a mediterranean holiday village
inferred← citeshttps://doi.org/10.1080/10941665.2023.2245500openalex-snapshot
Unlocking the secrets of Miri country music festival in Malaysia: a moderated-mediation model examining the power of FOMO, flow and festival satisfaction in driving revisiting intentions
inferred← citeshttps://doi.org/10.1080/11745398.2020.1850302openalex-snapshot
Factors influencing customer citizenship behaviour in the hospitality industry
inferred← citeshttps://doi.org/10.1080/13032917.2019.1575885openalex-snapshot
The effects of servicescape on the emotional states and behavioural responses of hotel guests
inferred← citeshttps://doi.org/10.1080/13683500.2022.2064837openalex-snapshot
Co-creating emotional value in a guided tour experience: the interplay among guide’s emotional labour and tourists’ emotional intelligence and participation
inferred← citeshttps://doi.org/10.1080/13683500.2024.2433552openalex-snapshot
How do fandom symbols at music events influence travel intention? A moderated mediation model
inferred← citeshttps://doi.org/10.1080/14330237.2022.2028071openalex-snapshot
Bed and Breakfast (B&B) social servicescape and customer satisfaction: Positive emotion mediation and sex moderation
inferred← citeshttps://doi.org/10.1080/14783363.2013.874198openalex-snapshot
Developing control charts in monitoring service quality based on the number of customer complaints
inferred← citeshttps://doi.org/10.1080/14783363.2018.1463156openalex-snapshot
Service quality, experiential value and repurchase intention for medical cosmetology clinic: moderating effect of Generation
inferred← citeshttps://doi.org/10.1080/15256480.2015.1054758openalex-snapshot
Social Servicescape: The Impact of Social Factors on Restaurant Image and Behavioral Intentions
inferred← citeshttps://doi.org/10.1080/15256480.2015.1090258openalex-snapshot
The Role of Physical Environment in Leisure Service Consumption: Evidence From a Ski Resort Setting
inferred← citeshttps://doi.org/10.1080/15256480.2019.1641453openalex-snapshot
Tourists’ Description of their Experiences of the Servicescape of Integrated Resorts: the Case of Macau
inferred← citeshttps://doi.org/10.1080/1528008x.2015.1016595openalex-snapshot
The Role of Physical Environment, Price Perceptions, and Consumption Emotions in Developing Customer Satisfaction in Chinese Resort Hotels
inferred← citeshttps://doi.org/10.1080/1528008x.2022.2106345openalex-snapshot
Does Gender Difference Matter in the Generation Z Customers’ Nightclub Experience?
inferred← citeshttps://doi.org/10.1080/1528008x.2025.2599751openalex-snapshot
A PLS – Neural Network Approach to Study Factors Influencing Gulf Cooperation Council Tourists’ Shopping Intention in Malaysia
inferred← citeshttps://doi.org/10.1080/15332969.2019.1666534openalex-snapshot
Examining the Role of Customer Self-Efficacy in Service Encounters
inferred← citeshttps://doi.org/10.1080/15332969.2021.1995583openalex-snapshot
The Psychological Benefits and Costs, and the Servicescape Components of Animal Cafés: A Study in Japan
inferred← citeshttps://doi.org/10.1080/15980634.2017.1294343openalex-snapshot
Understanding the relationships among internal marketing practices, job satisfaction, service quality and customer satisfaction: an empirical investigation of Saudi Arabia’s service employees
inferred← citeshttps://doi.org/10.1080/17543266.2012.723754openalex-snapshot
Service quality, customer satisfaction and customer loyalty analysis in Bangladesh apparel fashion retail: an empirical study
inferred← citeshttps://doi.org/10.1080/19368623.2014.859114openalex-snapshot
Casual Dining on the French Riviera: Examining the Relationship Between Visitors’ Perceived Quality, Positive Emotions, and Behavioral Intentions
inferred← citeshttps://doi.org/10.1080/19368623.2015.1019172openalex-snapshot
An Integrated Model of Service Experience, Emotions, Satisfaction, and Price Acceptance: An Empirical Analysis in the Chinese Hospitality Industry
inferred← citeshttps://doi.org/10.1080/19368623.2020.1768195openalex-snapshot
How does restaurant’s symbolic design affect photo-posting on instagram? The moderating role of community commitment and coolness
inferred← citeshttps://doi.org/10.1080/20479700.2016.1238601openalex-snapshot
Cancer patient service experience and satisfaction
inferred← citeshttps://doi.org/10.1080/20932685.2022.2032794openalex-snapshot
Analyzing the influence of store atmospherics on younger generation in apparel retail market with an extended S-O-R model
inferred← citeshttps://doi.org/10.1080/20932685.2023.2205869openalex-snapshot
Impact of customer’s emotions on online purchase intention and impulsive buying of luxury cosmetic products mediated by perceived service quality
inferred← citeshttps://doi.org/10.1080/23311975.2018.1536305openalex-snapshot
Do emotions bring customers to an environment: Evidence from Pakistani shoppers?
inferred← citeshttps://doi.org/10.1080/23311975.2020.1741314openalex-snapshot
The effects of business process outsourcing on the quality of catering services in tertiary education industry in Zimbabwe
inferred← citeshttps://doi.org/10.1080/24721735.2021.1977008openalex-snapshot
Wellness comes in salty water: thalassotherapy spas and service level of satisfaction
inferred← citeshttps://doi.org/10.1080/24751839.2025.2528440openalex-snapshot
A comprehensive survey on customer churn analysis studies
inferred← citeshttps://doi.org/10.1108/09604521211218972openalex-snapshot
Service environment, provider mood, and provider‐customer interaction
inferred← citeshttps://doi.org/10.1108/09604521311312219openalex-snapshot
Effects of inertia and satisfaction in female online shoppers on repeat‐purchase intention
inferred← citeshttps://doi.org/10.1108/978-1-78635-290-320161027openalex-snapshot
Prelims
inferred← citeshttps://doi.org/10.1108/978-1-83797-815-120251006openalex-snapshot
Mimicking Technologies in Retail: Facilitating and Transforming Customer Retail Experience
inferred← citeshttps://doi.org/10.1108/9781786352897openalex-snapshot
The Handbook of Managing and Marketing Tourism Experiences
inferred← citeshttps://doi.org/10.1108/apjba-04-2015-0041openalex-snapshot
Can healthcare servicescape affect customer’s attitude? A study of the mediating role of image congruence and moderating role of customer’s prior experience
inferred← citeshttps://doi.org/10.1108/apjba-09-2021-0462openalex-snapshot
Other customers' service failure and recovery encounters: a qualitative exploration
inferred← citeshttps://doi.org/10.1108/apjml-02-2020-0100openalex-snapshot
Storescape and customer loyalty: employee citizenship behaviour towards customers as a catalyst
inferred← citeshttps://doi.org/10.1108/apjml-10-2017-0243openalex-snapshot
The impact of customer equity drivers on loyalty intentions among Chinese banking customers
inferred← citeshttps://doi.org/10.1108/cbth-11-2020-0258openalex-snapshot
The influence of the onboard servicescape on cruisers’ experiential state, delight and memorability
inferred← citeshttps://doi.org/10.1108/ebr-10-2019-0273openalex-snapshot
Assessing formative artscape to predict opera attendees’ loyalty
inferred← citeshttps://doi.org/10.1108/ejm-06-2022-0451openalex-snapshot
The retail environment design (RED) scale: conceptualization and measurement
inferred← citeshttps://doi.org/10.1108/ejm-10-2019-0820openalex-snapshot
Negative online reviews, brand equity and emotional contagion
inferred← citeshttps://doi.org/10.1108/he-10-2020-0106openalex-snapshot
Analyzing health-care service environment with Malaysian general practice clinics
inferred← citeshttps://doi.org/10.1108/ijbm-04-2018-0107openalex-snapshot
Customer engagement, non-transactional behaviors and experience in services
inferred← citeshttps://doi.org/10.1108/ijbm-05-2020-0285openalex-snapshot
An emotion-based segmentation of bank service customers
inferred← citeshttps://doi.org/10.1108/ijbm-07-2014-0102openalex-snapshot
Serving the poor: captive market CSR and repurchase intention
inferred← citeshttps://doi.org/10.1108/ijchm-03-2016-0170openalex-snapshot
The health conscious restaurant consumer
inferred← citeshttps://doi.org/10.1108/ijchm-04-2018-0302openalex-snapshot
Understanding emotional customer experience and co-creation behaviours in luxury hotels
inferred← citeshttps://doi.org/10.1108/ijchm-09-2015-0466openalex-snapshot
Service quality and brand loyalty
inferred← citeshttps://doi.org/10.1108/ijchm-09-2017-0569openalex-snapshot
Effects of service experience on customer responses to a hotel chain
inferred← citeshttps://doi.org/10.1108/ijcthr-03-2014-0024openalex-snapshot
Emotions and visitors’ satisfaction at a museum
inferred← citeshttps://doi.org/10.1108/ijcthr-08-2016-0086openalex-snapshot
How customer’s display of emotions relates to task performance: social interaction model in hospitality
inferred← citeshttps://doi.org/10.1108/ijphm-04-2020-0026openalex-snapshot
Examining the effect of servicescape, perceived service quality and emotional satisfaction on hospital image
inferred← citeshttps://doi.org/10.1108/ijphm-06-2022-0060openalex-snapshot
The influence of servicescape on behavioral intentions of customers in hospitals post the COVID-19 pandemic
inferred← citeshttps://doi.org/10.1108/ijrdm-06-2014-0074openalex-snapshot
The role of salespeople in developing life insurance customer loyalty
inferred← citeshttps://doi.org/10.1108/ijrdm-06-2017-0131openalex-snapshot
Does culture affect the relationships among utilitarian and non-utilitarian values, satisfaction and loyalty to shopping centres? Evidence from two Maghreb countries
inferred← citeshttps://doi.org/10.1108/ijrdm-10-2020-0438openalex-snapshot
Retail store environment, store attachment and customer citizenship behaviour
inferred← citeshttps://doi.org/10.1108/ijsms-08-2018-0082openalex-snapshot
The effects of peripheral service quality on spectators’ emotions and behavioural intentions
inferred← citeshttps://doi.org/10.1108/jcmars-01-2020-0001openalex-snapshot
The double value of customer interactivity: the mediation effect of knowledge exchange quality
inferred← citeshttps://doi.org/10.1108/jeim-04-2017-0048openalex-snapshot
An empirical investigation of customer intentions influenced by service quality using the mediation of emotional and cognitive responses
inferred← citeshttps://doi.org/10.1108/jhti-03-2022-0113openalex-snapshot
Customer experience management in capsule hotels: a content analysis of guest online review
inferred← citeshttps://doi.org/10.1108/jhti-11-2024-1246openalex-snapshot
Does FoMO matter with impulsive travel in live streaming? The role of marketing communication
inferred← citeshttps://doi.org/10.1108/jhtt-06-2025-0489openalex-snapshot
How efficient is your robot server? Examining the antecedents of perceived efficiency of service robots in restaurants
inferred← citeshttps://doi.org/10.1108/josm-03-2016-0062openalex-snapshot
The role of customers in co-creating m-services in the O2O model
inferred← citeshttps://doi.org/10.1108/josm-04-2020-0099openalex-snapshot
From third party to significant other for service encounters: a systematic review on third-party roles and their implications
inferred← citeshttps://doi.org/10.1108/josm-06-2018-0175openalex-snapshot
Engaging customers with employees in service encounters
inferred← citeshttps://doi.org/10.1108/josm-08-2015-0251openalex-snapshot
The influence of service employees’ nonverbal communication on customer-employee rapport in the service encounter
inferred← citeshttps://doi.org/10.1108/jsm-07-2020-0282openalex-snapshot
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives
inferred← citeshttps://doi.org/10.1108/jsm-08-2015-0258openalex-snapshot
Effects of visual servicescape aesthetics comprehension and appreciation on consumer experience
inferred← citeshttps://doi.org/10.1108/jstp-03-2015-0062openalex-snapshot
On happiness, sadness or indifference
inferred← citeshttps://doi.org/10.1108/jstp-04-2023-0112openalex-snapshot
The quest for delightful experiences and profitable enterprises: how customer delight impacts financial performance
inferred← citeshttps://doi.org/10.1108/jstp-07-2015-0161openalex-snapshot
Employing proactive interaction for service failure prevention to improve customer service experiences
inferred← citeshttps://doi.org/10.1108/jstp-07-2015-0171openalex-snapshot
Observing delightful experiences of other customers: the double-edged sword of jealousy and joy
inferred← citeshttps://doi.org/10.1108/jstp-08-2014-0178openalex-snapshot
Consumer delight and outrage: scale development and validation
inferred← citeshttps://doi.org/10.1108/jstp-09-2023-0267openalex-snapshot
The effect of service recovery on socially distant third-party customers: an experimental research on emotions, forgiveness, repatronage intention and WoM
inferred← citeshttps://doi.org/10.1108/jstp-11-2019-0228openalex-snapshot
Customer participation and well-being: the roles of service experience, customer empowerment and social support
inferred← citeshttps://doi.org/10.1108/jstp-12-2014-0289openalex-snapshot
Social servicescape effects on post-consumption behavior
inferred← citeshttps://doi.org/10.1108/lodj-08-2020-0371openalex-snapshot
My LMX standing with my leader as compared to my coworkers: conditional indirect effect of LMX social comparison
inferred← citeshttps://doi.org/10.1108/msq-02-2013-0026openalex-snapshot
Store creativity mediating the relationship between affective tone and performance
inferred← citeshttps://doi.org/10.1108/msq-12-2013-0281openalex-snapshot
A visual interactive method for service prototyping
inferred← citeshttps://doi.org/10.1108/tr-06-2020-0281openalex-snapshot
Wellness tourism: customer-perceived value on customer engagement
inferred← citeshttps://doi.org/10.1108/tr-07-2018-0092openalex-snapshot
The effects of the winery visitor experience on emotions, satisfaction and on post-visit behaviour intentions
inferred← citeshttps://doi.org/10.1111/joid.12077openalex-snapshot
Shopping Behavioral Intentions Contributed by Store Layout and Perceived Crowding: An Exploratory Study Using Computer Walk–Through Simulation
inferred← citeshttps://doi.org/10.1145/3409891.3409895openalex-snapshot
The Effects of Product Stimuli and Social Stimuli on Online Impulse Buying in Live Streams
inferred← citeshttps://doi.org/10.1155/2022/1966335openalex-snapshot
Feelings and Scenes of Rural Homestay Inns in China: A Perspective of Service Encounter
inferred← citeshttps://doi.org/10.11648/j.ijhtm.20180201.12openalex-snapshot
Taking a View of Input-Output Process to Modeling Customer Purchase Behavior: A Case Study for Hotel Accommodation
inferred← citeshttps://doi.org/10.1177/00405175211016559openalex-snapshot
Effect of online shopping experience on customer loyalty in apparel business-to-consumer ecommerce
inferred← citeshttps://doi.org/10.1177/0047287512465959openalex-snapshot
Tourist Behavior Intentions and the Moderator Effect of Knowledge of UNESCO World Heritage Sites
inferred← citeshttps://doi.org/10.1177/0047287517738381openalex-snapshot
The Effect of Tour Leaders’ Emotional Intelligence on Tourists’ Consequences
inferred← citeshttps://doi.org/10.1177/0047287518789285openalex-snapshot
The Impacts of Service Failure and Recovery Efforts on Airline Customers’ Emotions and Satisfaction
inferred← citeshttps://doi.org/10.1177/00472875221119975openalex-snapshot
Multi-Modal-based Emotional Contagion from Tourists to Hosts: The Dual-Process Mechanism
inferred← citeshttps://doi.org/10.1177/0887302x16675052openalex-snapshot
Impact of Interior Colors in Retail Store Atmosphere on Consumers’ Perceived Store Luxury, Emotions, and Preference
inferred← citeshttps://doi.org/10.1177/19389655261433942openalex-snapshot
Understanding Consumer Responses to Robotic Cafés: A Person–Environment Interaction Perspective
inferred← citeshttps://doi.org/10.1177/21582440211059180openalex-snapshot
Rethinking Leisure Tourism: From the Perspective of Tourist Touch Points and Perceived Well-being
inferred← citeshttps://doi.org/10.1177/21582440241264015openalex-snapshot
Exploring the Triggering Mechanism of Different Word-of-Mouth Intentions by Guest Experience and Well-Being Perception
inferred← citeshttps://doi.org/10.12783/dtem/apme2016/8754openalex-snapshot
The Analysis of Airports Visual Culture Construction in China
inferred← citeshttps://doi.org/10.12794/metadc1873794openalex-snapshot
The Effect of Online Consumer Reviews and Brand Equity on the Consumer Decision Making Process
inferred← citeshttps://doi.org/10.1371/journal.pone.0304203openalex-snapshot
Influence of the perceptions of amenities on consumer emotions in urban consumption spaces
inferred← citeshttps://doi.org/10.1371/journal.pone.0311542openalex-snapshot
Role of servicescape in patients’ clinic care waiting experience: Evidence from developing countries
inferred← citeshttps://doi.org/10.1371/journal.pone.0349305openalex-snapshot
Understanding travel intention formation in government culture and tourism TikTok accounts: An integration of the SOR model and emotion appraisal theory
inferred← citeshttps://doi.org/10.14569/ijacsa.2016.070204openalex-snapshot
3D Servicescape Model: Atmospheric Qualities of Virtual Reality Retailing
inferred← citeshttps://doi.org/10.1504/ijbg.2016.073630openalex-snapshot
21st century luxury fashion retailers' marketing strategies for customer satisfaction: UK perspective
inferred← citeshttps://doi.org/10.1504/ijsei.2013.052761openalex-snapshot
Fashion effects on customer satisfaction: an analysis of the Pakistani shoe industry
inferred← citeshttps://doi.org/10.1504/ijsom.2012.048829openalex-snapshot
Alleviating the negative waiting experience through the moderating role of service environment: an empirical study
inferred← citeshttps://doi.org/10.1504/jgba.2014.064109openalex-snapshot
The influence of physical environment on emotions, customer satisfaction and behavioural intentions in Chinese resort hotel industry
inferred← citeshttps://doi.org/10.1504/jgba.2015.071356openalex-snapshot
Investigating the effect of a hotel's physical environment on customers' pleasure, satisfaction, loyalty and behavioural intentions: a conceptual framework
inferred← citeshttps://doi.org/10.1504/lrj.2017.086726openalex-snapshot
A luxury shopping experience: how atmospherics and salespeople behavioural attributes influence customer satisfaction
inferred← citeshttps://doi.org/10.1509/jm.15.0420openalex-snapshot
Understanding Customer Experience Throughout the Customer Journey
inferred← citeshttps://doi.org/10.15575/jassr.v5i2.79openalex-snapshot
Expectation Disconfirmation, Ideal Point and Kano Models of Customer Satisfaction: A Comparison
inferred← citeshttps://doi.org/10.15640/jmm.v3n2a9openalex-snapshot
Employability Attributes required for Entry-Level Marketing Jobs in Selected Sectors in South Africa
inferred← citeshttps://doi.org/10.15765/wpmgem.v1i1.761openalex-snapshot
AMBIENTE DE SERVICIO Y CALIDAD PERCIBIDA EN LA SALA DE URGENCIAS DE UNA IPS (INSTITUCIÓN PRESTADORA DE SERVICIOS DE SALUD) PRIVADA EN EL ORIENTE DE BOGOTÁ
inferred← citeshttps://doi.org/10.17657/jcr.2021.07.31.4openalex-snapshot
The Influence of The Environmental Characteristics of Unmanned Convenience Stores and The Personal Characteristics of Customers on Emotional Experience, Affectively based Satisfaction, and Loyalty
inferred← citeshttps://doi.org/10.18535/ijsrm/v4i.06openalex-snapshot
Shopping Involvement In Online Buyi Ng Strategic study with reference to antecedents and consequences
inferred← citeshttps://doi.org/10.18568/ijbmkt.10.2.342openalex-snapshot
I REGRETTED HAVING FACIAL HARMONISATION. BIBLIOMETRIC STUDY ON REGRET, COGNITIVE DISSONANCE AND SELF-ESTEEM IN THE REPURCHASE PROCESS OF FACIAL HARMONISATION AESTHETIC PROCEDURES
inferred← citeshttps://doi.org/10.18657/yonveek.1206270openalex-snapshot
Mobil İletişim Sektöründe Hizmet Tutsaklığı: Algılanan Hizmet Kalitesi ve Kurumsal İmajının Etkisi
inferred← citeshttps://doi.org/10.19026/rjaset.6.4004openalex-snapshot
The Effect of Perceived Justice on Satisfaction, Value, Trust and Affect: Evidence from a Business-to-Business Context
inferred← citeshttps://doi.org/10.20472/bm.2020.8.2.006openalex-snapshot
A PILOT STUDY OF THE HONG KONG SMARTPHONE MARKET: HOW SERVICE QUALITY AFFECTS REPURCHASE INTENTION VIA CUSTOMER SATISFACTION AND ATTITUDINAL LOYALTY
inferred← citeshttps://doi.org/10.20520/jel-kep.2019.3.67openalex-snapshot
Robottal beszélgetni? : A chatbottal való kommunikáció elfogadásának tényezői különös tekintettel az érzelmekre
inferred← citeshttps://doi.org/10.20885/jsb.vol19.iss1.art5openalex-snapshot
Pengaruh indikator daring: Surel dan layanan pelanggan terhadap kesetiaan pelanggan (Studi empiris: Anggota Fitness First di Jakarta)
inferred← citeshttps://doi.org/10.2139/ssrn.6447998openalex-snapshot
Beyond the Marketing Mix: Unpacking Non-Marketing Influences on Mobile Network Continuance Intention in an Asian Emerging Economy
inferred← citeshttps://doi.org/10.21511/im.17(3).2021.01openalex-snapshot
Consumer experiences and values in Brazilian Northeast shopping centers
inferred← citeshttps://doi.org/10.21608/alat.2019.206396openalex-snapshot
العلاقة بين إظهار المشاعر الايجابية لمقدمالخدمة ونية إعادة زيارة المطعم دراسة تطبيقية على عملاء مطاعم الوجبات السريعة بمدينة المنصورة
inferred← citeshttps://doi.org/10.21608/balexu.2016.199102openalex-snapshot
مقترح نموذج نظرى لدراسة تاثير البيئة المادية على الادراك الوقتى للانتظار بالعيادات الخارجية نموذج الادراك الوقتى البيئى
inferred← citeshttps://doi.org/10.21608/jcese.2022.265384openalex-snapshot
التأثير المعدل لليقظة الذهنية في العلاقة بين عواطف المستهلك والشراء القهري: دراسة تطبيقية على عملاء مراكز التسوق بشمال الدلتا
inferred← citeshttps://doi.org/10.22158/jbtp.v5n2p98openalex-snapshot
Exploring Factors That Influence Consumer Loyalty to Automobile Dealerships in New York
inferred← citeshttps://doi.org/10.22452/josma.vol4no2.2openalex-snapshot
Students Satisfaction Towards Cafeteria in University Campus – A Case Study
inferred← citeshttps://doi.org/10.24034/j25485024.y2020.v4.i2.4163openalex-snapshot
MODEL EMPIRIS ONLINE TRUST DAN REPEAT PURCHASE PELANGGAN TERHADAP SITUS E-COMMERCE
inferred← citeshttps://doi.org/10.24191/e-aj.v10i2.16287openalex-snapshot
Understanding Purchase Intention for Different Personality Traits in Social Networking Services
inferred← citeshttps://doi.org/10.24191/jibe.v2i1.14458openalex-snapshot
Addressing Demographic Differences in Servicescape Influence among Department Stores’ Patrons in Malaysia
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