The role of employee effort in satisfaction with service transactions

Journal of Business Research

Volumn 32, Issue 3, 1995, Pages 239-252

  Mohr, Lois A ^a   Bitner, Mary Jo ^b  

^a GEORGIA STATE UNIVERSITY   (United States)

^b ARIZONA STATE UNIVERSITY   (United States)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 33845259170     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/0148-2963(94)00049-K     Document Type: Article

References (40)

1. Differential Engagement of Self-Reactive Influences in Cognitive Motivation
2. Evaluating Service Encounters The Effects of Physical Surroundings and Employee Responses
3. Critical Service Encounters The Employee's View
4. The Service Encounter Diagnosing Favorable and Unfavorable Incidents
5. Encounter Satisfaction vs. Overall Satisfaction vs. Quality
6. Mitigating the Effect of Service Encounters
7. An Investigation Into the Determinants of Customer Satisfaction
8. Measuring Service Quality A Reexamination and Extension
9. Effects of Relationship Marketing on Satisfaction Retention and Prices in the Life Insurance Industry
10. Managing Relationships with Customers: A Differentiating Philosophy of Marketing
11. Service Encounters: An Overview
12. Multidimensional Input in Equity Theory
13. Consumer Reactions to Product Failure An Attributional Approach
14. Understanding Persistence An Interface of Control Theory and Self-Efficacy Theory
15. The Effect of Perceived Advertising Costs on Brand Perceptions
16. Money Talks Perceived Advertising Expense and Expected Product Quality
17. An Attributional Analysis of Interpersonal Justice Ability and Effort as Inputs in the Allocation of Gain and Loss
18. Goal Setting and Task Performance: 1969–1980
19. Restaurant Tipping: An Examination of Three “Rational” Explanations
20. A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
21. A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts
22. Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions A Field Survey Approach
23. Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction
24. A Conceptual Model of Service Quality and Its Implications for Future Research
25. Reassessment of Expectations as a Comparison Standard in Measuring Service Quality
26. Reliability of Nominal Data Based on Qualitative Judgements
27. Zero Defections: Quality Comes to Services
28. Measuring Roles in Service Encounters: The Verbal Exchange Structure
29. Smarter Versus Harder An Exploratory Attributional Analysis of Salespeople's Motivation
30. Predictability and Personalization in the Service Encounter
31. Models of Consumer Satisfaction Formation An Extension
32. An Attributional Interpretation of Expectancy-Value Theory
33. Searching for the Roots of Applied Attribution Theory