Affective consumer responses in service encounters: The emotional content in narratives of critical incidents

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The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context (2008, background): “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 Embarrassing! An Exploratory Study of Critical Incidents Including Affective Reactions (2007, methodology): “For example, van Dolen et al. (2001) examined basic emotion categories such as disappointment, irritation, pleasure, The author thanks an anonymous reviewer and the editor for their assistance in greatly improving the article, especially during several later rounds of the review process.”
Service providers and customers: social exchange theory and service loyalty (2005, background): “A customer’s emotional response to a service can also be attributed to his or her experience with service employees (Singh, 2000; Van Dolen et al., 2001 ).”
The human element in airline service quality: contact personnel and the customer (2008, background): “A customer's emotional response to a service can often be attributed to the customer's experience with the service employees ( van Dolen et al. , 2001”