Displayed emotions to patronage intention: consumer response to contact personnel performance
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DOI: 10.1080/02642060701846747
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- Kees Van Montfort & ENNO MASUREL & INGRID VAN RIJN, 2000. "Service Satisfaction: An Empirical Analysis of Consumer Satisfaction in Financial Services," The Service Industries Journal, Taylor & Francis Journals, vol. 20(3), pages 80-94, July.
- Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
- Mano, Haim & Oliver, Richard L, 1993. "Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 451-466, December.
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