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The role of employee effort in satisfaction with service transactions

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  • Mohr, Lois A.
  • Bitner, Mary Jo

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  • Mohr, Lois A. & Bitner, Mary Jo, 1995. "The role of employee effort in satisfaction with service transactions," Journal of Business Research, Elsevier, vol. 32(3), pages 239-252, March.
    • Handle: RePEc:eee:jbrese:v:32:y:1995:i:3:p:239-252
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    References listed on IDEAS

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    1. Bandura, Albert & Cervone, Daniel, 1986. "Differential engagement of self-reactive influences in cognitive motivation," Organizational Behavior and Human Decision Processes, Elsevier, vol. 38(1), pages 92-113, August.
    2. Kirmani, Amna, 1990. "The Effect of Perceived Advertising Costs on Brand Perceptions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(2), pages 160-171, September.
    3. Oliver, Richard L & Swan, John E, 1989. "Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(3), pages 372-383, December.
    4. Folkes, Valerie S, 1984. "Consumer Reactions to Product Failure: An Attributional Approach," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 10(4), pages 398-409, March.
    5. Kirmani, Amna & Wright, Peter, 1989. "Money Talks: Perceived Advertising Expense and Expected Product Quality," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(3), pages 344-353, December.
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