The customer's role in the service encounter: The effects of control and fairness

By Karthik Namasivayam, Timothy R. Hinkin. 2003

89 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/28cb43a44a38e45cb967e060131906565afb6238

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. Karthik Namasivayam
2. Anna S. Mattila
3. Heesup Han
4. I. Lin
5. Jochen Wirtz
6. S. Tanford
7. K. Back
8. L. Andreu

In Organizational Behavior and Human Resource Management

1. Karthik Namasivayam
2. Anna S. Mattila
3. Heesup Han
4. Jong-Hyeong Kim
5. I. Lin
6. Jochen Wirtz
7. K. Back
8. S. Tanford

In Sociology and Political Science

1. Anna S. Mattila
2. Karthik Namasivayam
3. Jong-Hyeong Kim
4. Heesup Han
5. Katja Gelbrich
6. Gerben A. van Kleef
7. Alicia A. Grandey
8. Yany Grégoire

Citations in the corpus

• Accounting for the Joint Effects of the Servicescape and Service Exchange on Consumers’ Satisfaction Evaluations (2007, background): “Interpersonal treatment is the core element of many traditional services such as hotels and restaurants (Hartline, Woolridge, & Jones, 2003; Mattila & Enz, 2002; Namasivayam & Hinkin, 2003).”