Service Encounters as a Sequence of Events

By Peter C. Verhoef, G. Antonides, Arnoud N. de Hoog. 2004

119 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/08c38b4e1ebcd7137a8b4d9e32438e744b92477b

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Kristina Lerman
2. Anna S. Mattila
3. Heesup Han
4. I. Lin
5. Jochen Wirtz
6. S. Tanford
7. L. Andreu
8. Holger Roschk

In Organizational Behavior and Human Resource Management

1. Anna S. Mattila
2. Heesup Han
3. Jong-Hyeong Kim
4. Jochen Wirtz
5. S. Tanford
6. Katja Gelbrich
7. Gerben A. van Kleef
8. Alicia A. Grandey

In Social Psychology

1. Kristina Lerman
2. Anna S. Mattila

Citations in the corpus

• On Quitting: Performance and Practice in Online Game Play (2017, background): “…research, however, has found that the peak and end experiences change users’ perception of the task (Cockburn, Quinn, and Gutwin 2015; Gutwin et al. 2016; Fredrickson and Kahneman 1993a; Verhoef, Antonides, and de Hoog 2004; Miran-Shatz 2009), which may then change their motivation to continue.”
• The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “The process of purchasing and consuming a good or service can be characterized as a sequence of events (Verhoef et al. 2004).”
• The power of explanations in mitigating the ill‐effects of service failures (2006, background): “ordering the meal, consumption of food, payment; see Verhoef et al. , 2004”