The Positivity Effect in Perceptions of Services: Seen One, Seen Them All?

By V. Folkes, Vanessa M. Patrick. 2003

139 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/12903f444d5ad0b5951d67488d336f4636f1fb6c

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Citations in the corpus

Psychological Contract Violation in Online Marketplaces: Antecedents, Consequences, and Moderating Role (2005, unknown): “This generalization may occur even if it is tenuous, such as from one employer to other unrelated employers (e.g., Pugh et al. (2003)), or from one service provider to others (e.g., Folkes and Patrick (2003)).”
The dark side of customer co-creation: exploring the consequences of failed co-created services (2015, background): “Because customers tend to emphasize negative aspects after service failures, they might categorize the whole service as low quality (Folkes and Patrick 2003).”
The Good, the Bad, and the Unfamiliar: The Challenges of Reputation Formation Facing New Firms (2007, background): “For example, Folkes and Patrick (2003) found that positive signals about an insurance agent for a new company had more impact than negative signals.”
AN EXAMINATION OF WHETHER AND HOW RACIAL AND GENDER BIASES INFLUENCE CUSTOMER SATISFACTION (2010, background): “…shows that the evaluation of a product, service or brand is partly related to the evaluation of the persons who are associated with the product, service or brand (e.g., the person in an advertisement, the service provider)(Folkes & Patrick, 2003; Simonin & Ruth, 1998; Morales & Fitzsimons, 2007).”
Critical Incidents and the Impact of Satisfaction on Customer Share (2008, background): “Such an effect is especially likely in highly individualized service settings, in which customers anticipate and accept greater variability in service levels (Folkes and Patrick 2003).”
Categorization theory and research in consumer psychology: category representation and category-based inference (2008, background): “Brand Categories and New-Member Effects In the consumer psychology literature, these new-member effects have been examined chiefly in the context ofbrand categories, where they can either have a positive (enhancement) effect or a neg ative (dilution) effect on people's general beliefs about the cat”