Ensuring greater satisfaction by engineering salesperson response to customer emotions

By K. Menon, Laurette Dube. 2000

297 citations recorded by the source corpus.

Subfields: Marketing, Social Psychology, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/929535158245d3bd41b6e15a221abbfaa2930379

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Citations in the corpus

Emotions and Planning (2006, background): “This strategy represents what Nussbaumwould consider a cynical disregard for the moral quality of social emotions like compassion and empathy (Manna & Smith, 2004; Menon, 2000; Pullman & Gross, 2004).”
Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry (2008, background): “For example, a front-line staff’s complementary responses would be appropriate for a customer’s emotionally angry state (Menon & Dube, 2000).”
The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “Also, customers who experience more intense negative emotions are prone to less satisfaction in comparison with customers who experience no emotion or very little (Burns & Neisner, 2006; Menon & Dubé, 2000; Oliver, 1997; Smith & Bolton, 2002; Van Dolen et al., 2001; Zeelenberg & Pieters, 2004).”
Process and Outcome Interdependency in Frontline Service Encounters (2011, background): “Prior studies on service encounters have focused on either the provider’s (Comer and Drollinger 1999; Friedman and Churchill 1987) or the client’s (Menon and Dubé 2000; Tax, Brown, and Chandrashekaran 1998) role.”
Identifying Optimal Rapport-Building Behaviors In Inducing Patrons’ Emotional Attachment In Luxury Restaurants (2014, background): “In the history of service marketing, it has been strongly believed that customers who experience such courteous service express joyful and delighted responses (Menon & Dubé, 2000).”
The impact of experiential consumption cognitions and emotions on behavioral intentions (2008, background): “Positive disconfirmation (exceeding expectations) leads to enhanced satisfaction while falling short of prior expectations is likely to result in less favorable evaluations (Menon and Dubé, 2000; Oliver et al., 1997; Wirtz and Bateson, 1999).”
Diffusing Customer Anger in Service Recovery: A Conceptual Framework (2003, background): “Examples include Bennett (1997), Folkes (1984), Folkes et al. (1987), Menon and Dube (2000) O’Grady (1995) Taylor (1994), and Swanson and Kelley (2001).”
The Role of Emotions in Service Encounters (2002, background): “…organizations (Brown and Kirmani 1999; Knowles, Grove, and Pickett 1999) and the media attention on customer emotions, empirical investigations of customers’ affective responses to service encounters remain scarce (for notable exceptions, see Menon and Dube 2000; Price, Amould, and Tierney 1995).”
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “However, employees vary substantially in their capacity to build relationships with customers and understand their emotional needs (Bitner et al., 1990; Menon and Dubé, 2000).”
A consumption emotion measurement development: a full-service restaurant setting (2010, background): “Further, since service-staff's complimentary comments can relieve customers' emotional anger or frustrated state (Menon & Dube, 2000 ) and improve their disposition, restaurant management may need to develop waitstaff communication and response strategies.”
From bad to worse (2012, background): “Menon and Dubé (2000) found that rude and unhelpful behaviors by employees are the most frequent triggers of customer anger.”