The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Consumers’ emotional responses to service encounters: the influence of the service provider
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.
Overview
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
The claims and statistics of this paper haven’t been checked yet.
Run the check — free, no account needed. It reads the open-access text and checks the sources it cites.
Self-check
Percentages, sums and reported differences re-computed from the paper’s own numbers.
The self-check needs the paper’s full text.
Citations
Cites
The Service Encounter: Diagnosing Favorable and Unfavorable Incidents
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990) · Journal of Marketing · doi:10.2307/1252174 · Cited by 4,860
Clients as "Partial" Employees of Service Organizations: Role Development in Client Participation
Mills, P. K., & Morris, J. H. (1986) · The Academy of Management Review · doi:10.2307/258392 · Cited by 735
Cited by
Service with A Smile and Encounter Satisfaction: Emotional Contagion and Appraisal Mechanisms
Barger, P. B., & Grandey, A. A. (2006) · Academy of Management Journal · doi:10.5465/amj.2006.23478695 · Cited by 503
Consumer Comfort in Service Relationships: Measurement and Importance
Spake, D. F., Beatty, S. E., Brockman, B. K., & Crutchfield, T. N. (2003) · Journal of Service Research · doi:10.1177/1094670503005004004 · Cited by 208
Examining the antecedents of trust and rapport in services: Discovering new interrelationships
Macintosh, G. (2009) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2009.02.001 · Cited by 76
Metadata
- Authors
- Price, L. L., Arnould, E. J., & Deibler, S. L.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1995-08-01
- Volume
- 6
- Issue
- 3
- Pages
- 34-63
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1605364071
- Cited by
- 429
- References
- 2
- FWCI
- 6.95
- Type
- journal article
- Language
- en
- Open access
- closed
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
Are you an author, or do you see a problem with this page? Request a review
How to cite
Cite CoChat for the checks on this page, and the paper for its own findings.
- This page
- CoChat. (2026). Citation check: Consumers’ emotional responses to service encounters: the influence of the service provider. https://app.cochat.ai/papers/10.1108/09564239510091330
- The paper
- Price, L. L., Arnould, E. J., & Deibler, S. L. (1995). Consumers’ emotional responses to service encounters: the influence of the service provider. International Journal of Service Industry Management. https://doi.org/10.1108/09564239510091330
Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
