EVALUATING SERVICE ENCOUNTERS - THE EFFECTS OF PHYSICAL SURROUNDINGS AND EMPLOYEE RESPONSES

[1] Baker J., 1987, SERVICES CHALLENGE I, P79

[2] SITUATIONAL VARIABLES AND CONSUMER-BEHAVIOR [J]. JOURNAL OF CONSUMER RESEARCH, 1975, 2 (03) : 157 - 164

[3] Bernard H, 1982, CORNELL HOTEL REST A, V23, P35, DOI DOI 10.1177/001088048202300107

[4] Berry L.L., 1981, J RETAIL BANK, V3, P33

[5] Berry LL., 1983, EMERGING PERSPECTIVE, P25, DOI DOI 10.1177/009207038501300332

[6] ATTITUDE-CHANGE - A FUNCTION OF EMOTION-ELICITING QUALITIES OF ENVIRONMENT [J]. PERSONALITY AND SOCIAL PSYCHOLOGY BULLETIN, 1982, 8 (01) : 94 - 99

[7] THE SERVICE ENCOUNTER - DIAGNOSING FAVORABLE AND UNFAVORABLE INCIDENTS [J]. JOURNAL OF MARKETING, 1990, 54 (01) : 71 - 84

[8] BOWEN DE, 1988, RES ORG BEHAVIOR, V10

[9] CARLSMITH JM, 1976, METHODS RES SOCIAL P

[10] AN INVESTIGATION INTO THE DETERMINANTS OF CUSTOMER SATISFACTION [J]. JOURNAL OF MARKETING RESEARCH, 1982, 19 (04) : 491 - 504

[1] Baker J., 1987, SERVICES CHALLENGE I, P79

[2] SITUATIONAL VARIABLES AND CONSUMER-BEHAVIOR [J]. JOURNAL OF CONSUMER RESEARCH, 1975, 2 (03) : 157 - 164

[3] Bernard H, 1982, CORNELL HOTEL REST A, V23, P35, DOI DOI 10.1177/001088048202300107

[4] Berry L.L., 1981, J RETAIL BANK, V3, P33

[5] Berry LL., 1983, EMERGING PERSPECTIVE, P25, DOI DOI 10.1177/009207038501300332

[6] ATTITUDE-CHANGE - A FUNCTION OF EMOTION-ELICITING QUALITIES OF ENVIRONMENT [J]. PERSONALITY AND SOCIAL PSYCHOLOGY BULLETIN, 1982, 8 (01) : 94 - 99

[7] THE SERVICE ENCOUNTER - DIAGNOSING FAVORABLE AND UNFAVORABLE INCIDENTS [J]. JOURNAL OF MARKETING, 1990, 54 (01) : 71 - 84

[8] BOWEN DE, 1988, RES ORG BEHAVIOR, V10

[9] CARLSMITH JM, 1976, METHODS RES SOCIAL P

[10] AN INVESTIGATION INTO THE DETERMINANTS OF CUSTOMER SATISFACTION [J]. JOURNAL OF MARKETING RESEARCH, 1982, 19 (04) : 491 - 504