An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction

By Willemijn M. van Dolen, Ko de Ruyter, Jos G. A. M. Lemmink. 2004

250 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/ac9f1caea58cd592bbbf6d2b0aa99b44763f508f

How researchers see this paper

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

In Organizational Behavior and Human Resource Management

1. Ahmad Salih Mheidi Alnaser
2. V. Iglesias-Argüelles
3. Rodolfo Vazquez-Casielles
4. Concepción Varela-Neira
5. A. Hall
6. James G. Combs
7. Yongmei Liu
8. Dave J. Ketchen

In Social Psychology

1. V. Iglesias-Argüelles
2. Rodolfo Vazquez-Casielles
3. Concepción Varela-Neira
4. Dave J. Ketchen
5. Y. Ekinci
6. Phil Dawes

In Sociology and Political Science

1. V. Iglesias-Argüelles
2. Rodolfo Vazquez-Casielles
3. Concepción Varela-Neira
4. Dave J. Ketchen
5. Y. Ekinci
6. Phil Dawes
7. K. Kaplanidou
8. A. Apostolopoulou

Citations in the corpus

• The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, result): “Although this result is not in accordance with some previous studies, it is consistent with Van Dolen, De Ruyter, and Lemmink (2004) who conclude that negative emotions do not have a significant influence on service encounter satisfaction and customer relationship satisfaction.”
• HOW MUCH DO HIGH-PERFORMANCE WORK PRACTICES MATTER? A META-ANALYSIS OF THEIR EFFECTS ON ORGANIZATIONAL PERFORMANCE (2006, background): “Desire to have a pleasant interaction with customers (Erickson, 2004), fear of negative interpersonal evaluations (Baumeister, 1982), and satisfaction arising from successful co-production ( van Dolen, de Ruyter, & Lemmink, 2004 ) all motivate employees to offer good customer service.”
• Consumer perceptions of frontline service employee personality traits, interaction quality, and consumer satisfaction (2009, background): “Ekinci et al. (2008) argue that service quality represents the functional aspects of consumer satisfaction.”
• The impact of employee satisfaction on customer satisfaction: Theoretical and empirical underpinning (2020, background): “Employees satisfaction is believed to be shaped, developed and created by having effective business systems and well-developed business processes (Van Dolen et al., 2004).”
• The effect of consumer confusion proneness on word of mouth, trust, and customer satisfaction (2010, unknown): “Drawing on previous studies, van Dolen et al. (2004)”