Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

By K. Schoefer, Adamantios Diamantopoulos. 2008

90 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/42b269bdb2754d137875a1853a832897f100b066

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. Girish Prayag
2. Heesup Han
3. Sameer Hosany
4. Yuhui Gao
5. Szu‐Hsin Wu
6. Dev Jani
7. Khaled Odeh
8. S. Deesilatham

In Organizational Behavior and Human Resource Management

1. Girish Prayag
2. Sameer Hosany
3. Yuhui Gao
4. Szu‐Hsin Wu
5. Dev Jani
6. Heesup Han
7. S. Deesilatham
8. Khaled Odeh

Citations in the corpus

• Measuring Tourists’ Emotional Experiences (2015, background): “Despite their widespread application, in recent years, researchers have questioned the applicability, reliability, and validity of psychological emotion scales in consumer studies (see Richins 1997; Laros and Steenkamp 2005; Schoefer and Diamantopoulos 2008).”
• Understanding emotional customer experience and co-creation behaviours in luxury hotels (2019, background): “Previous studies have used various terms interchangeably, such as mood, emotion, or affect (Schoefer and Diamantopoulos, 2008).”
• Mediating Effects of Place Attachment and Satisfaction on the Relationship between Tourists’ Emotions and Intention to Recommend (2017, background): “However, some scholars have questioned the applicability, reliability, and validity of psychological emotion scales in consumer studies (see Laros and Steenkamp 2005; Schoefer and Diamantopoulos 2008).”
• Investigating the key factors affecting behavioral intentions: evidence from a full-service restaurant setting. (2011, background): “The differentiation of affect and emotion has been problematic in the service setting ( Schoefer and Diamantopoulos, 2008”
• Advancing the country image construct (2009, background): “…aswell as an affective component, and various studies in other disciplines such as advertising or service recovery encounters show that emotions can lead to much stronger reactions thanpure cognitions (e.g., Aylesworth andMacKenzie, 1998; Schoefer and Diamantopoulos, 2008; Zajonc andMarkus,1982).”
• Satisfaction and post-purchase intentions with service recovery of online shopping websites: Perspectives on perceived justice and emotions (2012, background): “Schoefer and Ennew (2005); Schoefer and Diamantopoulos (2008) PEM2 I have a warm feeling after service recovery encounters of this shopping website.”