Other consumers in service encounters: A script theoretical perspective

International Journal of Hospitality Management

Volumn 30, Issue 4, 2011, Pages 933-941

  Miao, Li ^a   Mattila, Anna S ^b   Mount, Dan ^b  

^a PURDUE UNIVERSITY   (United States)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Consumer responses; Other consumers; Script; Service encounters

Indexed keywords

EID: 79958823857     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.01.012     Document Type: Article

References (72)

1. Anderson N.H. Averaging versus adding as a stimulus-combination rule in impression formation. Journal of Personality and Social Psychology 1965, 2:1-9.
2. Argo J.J., White K., Dahl D.W. Social comparison theory and deception in the interpersonal exchange of consumption information. Journal of Consumer Research 2006, 33(1):99-108.
3. Aubert-Gamet V., Cova B. Servicescapes: from modern non-places to postmodern common places. Journal of Business Research 1999, 44:37-45.
4. Averill J.R. On the paucity of positive emotions. Advances in the Study of Communication and Affect. Vol. 6. Assessment and Modification of Emotional Behavior 1980, 7-47. Plenum, New York. K.R. Blankstein, P. Pliner, J. Polivy (Eds.).
5. Baker J. The role of the environment in marketing services: the consumer perspective. The Services Challenge: Integrating for Competitive Advantage. 1986, 79-84. American Marketing Association, Chicago. J.A. Czepeil, C.A. Congram, J. Shanahan (Eds.).
6. Baumeister R.F., Bratslavsky E., Finkenauer C. Bad is stronger than good. Review of General Psychology 2001, 5(4):323-370.
7. Baumgartner H., Sujan M., Padgett D. Patterns of affective reactions to advertisements: the integration of moment-to-moment responses into overall judgments. Journal of Marketing Research 1997, 34(2):219-232.
8. Berger S.M., Hampton K.L., Carli L.L., Grandmaison P.S., Sadow J.S., Donath C.H. Audience-induced inhibition of over practice during learning. Journal of Personality and Social Psychology 1981, 40:479-491.
9. Bitner M.J., Booms B.H., Mohr L.A. Critical service encounters: the employee's viewpoint. Journal of Marketing 1994, 58(October):95-107.
10. Bitner M.J., Faranda W.T., Hubbert A.R., Zeithaml V.A. Customer contributions and roles in service delivery. International Journal of Service Industry Management 1997, 8(3):193-205.
11. Blank T.D. Observer and incentive effects on word association responding. Personality and Social Psychology Bulletin 1980, 6:267-272.
12. Booms B.H., Bitner M.J. Marketing strategies and organizational structures for service firms. Marketing of Services 1981, 47-51. American Marketing Association, Chicago. J.H. Donnelly, R.G. William (Eds.).
13. Brewer W.F., Dupree D.A. Use of plan schemata in the recall and recognition of goal-directed actions. Journal of Experimental Psychology: Human Learning and Memory 1983, 9(1):117-129.
14. Brown T.J., Barry T.E., Dacin P.A., Gunst R.F. Spreading the word: investigating antecedents of consumers' positive word-of-mouth intentions and behaviors in a retailing context. Journal of the Academy of Marketing Science 2005, 33(2):123-138.
15. Cacioppo J.T., Petty R.E. Social-psychological procedures for cognitive response assessment: the thought listing technique. Cognitive Assessment 1981, 309-342. Guilford, New York. T. Merluzzi, C. Glass, M. Genest (Eds.).
16. Clore G.L., Schwarz N., Conway M. Affective causes and consequences of social information processing. Handbook of Social Cognition 1994, 323-419. Erlbaum, Hillsdale, NJ. R.S. Wyer, T.K. Srull (Eds.).
17. Cohen J., Cohen P., West S.G., Aiken L.S. Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences 2003, Lawrence Erlbaum Associates, Mahwah, NJ. 3rd ed.
18. Ekman P. Cross culture studies of facial expression. Darwin and Facial Expression: A Century of Research in Review 1973, 169-222. Academic Press, New York. P. Ekman (Ed.).
19. Ellsworth P.C., Smith C.A. Shades of joy: patterns of appraisal differentiating pleasant emotions. Cognition and Emotion 1988, 2:301-331.
20. Finz, S., 2007. A place at the table restaurant communal dining catches on, (retrieved 01.06.2008). http://www.sfgate.com/cgi-bin/article.cgi?f=/c/a/2007/06/06/FDGOOQ4M6G1.DTL.
21. Fredrickson B.L. What good are positive emotions?. Review of General Psychology 1998, 2(3):300-319.
22. Friedman H.S., Miller-Herringer T. Nonverbal display of emotion in public and in private: self-monitoring, personality, and expressive cues. Journal of Personality and Social Psychology 1991, 61(5):766-775.
23. Gioia D.A, Manz C.C. Linking cognition and behavior: a script-processing interpretation of vicarious learning. Academy of Management Review 1985, 10(3):527-539.
24. Graesser A.C., Gordon S.E., Sawyer J.D. Recognition memory for typical and atypical actions in scripted activities: tests of a script pointer+tag hypothesis. Journal of Verbal Learning and Verbal Behavior 1979, 18:319-332.
25. Graesser A.C., Woll S.B., Kowalski D.J., Smith D.A. Memory of typical and atypical actions in scripted activities. Journal of Experimental Psychology: Human Learning and Memory 1980, 6(5):503-515.
26. Gremler D., Gwinner D.K.P. Customer-employee rapport in service relationships. Journal of Service Research 2000, 3(1):82-104.
27. Grove S.J., Fisk R.P. The dramaturgy of services exchange: an analytical framework for services marketing. Emerging Perspectives on Services Marketing 1983, 45-49. American Marketing Association, Chicago. L.L. Berry, G.L. Shostack, G.D. Upah (Eds.).
28. Grove S.J., Fisk R.P. The impact of other customers on service experiences: a critical incident examination of "getting along" Journal of Retailing 1997, 73(1):63-85.
29. Hochschild A.R. The Managed Heart: Commercialization of Human Feeling 1983, University of California Press, Berkeley, CA.
30. Hoffman M.L. Affect, cognition and motivation. Handbook of Motivation and Cognition 1986, 244-280. The Guilford Press, New York. R.M. Sorrentino, E.T. Higgins (Eds.).
31. Kraiger K., Billings R.S., Isen A.M. The influence of positive affective states on task perception and satisfaction. Organizational Behavior and Human Decision Processes 1989, 44(1):12-25.
32. Krull D.S., Dill J.C. Do smiles elicit more inferences than do frowns? The effect of emotional valence on the production of spontaneous inferences. Personality and Social Psychology Bulletin 1998, 24:289-300.
33. Kruml S.M., Geddes D. Exploring the dimensions of emotional labor: the heart of Hochschild's work. Management Communication Quarterly 2000, 14:8-49.
34. Labroo A.A., Ramanathan S. The influence of experience and sequence of conflicting emotions on ad attitudes. Journal of Consumer Research 2007, 33(4):523-528.
35. Langeard E., Bateson J.E.G., Lovelock C.H., Eigler P. Marketing of Services: New Insights from Consumers and Managers 1981, Marketing Science Institute, Cambridge, MA.
36. Latané B. The psychology of social impact. American Psychologist 1981, 36:343-356.
37. Lofland L. The social shaping of emotion: the case of grief. Symbolic Interactions 1985, 8:171-190.
38. Maki R.H. Memory for script actions: effects of relevance and detail expectancy. Memory and Cognition 1990, 18(1):5-14.
39. Mandler G. The structure of value: accounting for taste. Affect and Cognition: The 17th Annual Carnegie Symposium on Cognition 1982, 3-36. Erlbaum, Hillsdale, NJ. M.S. Clark, S.T. Fiske (Eds.).
40. Martin C.L., Clark T. Networks of customer-to-customer relationships in marketing: conceptual foundations and implications. Networks in Marketing 1996, 342-366. Sage, Thousand Oaks, CA. D. Iacobucci (Ed.).
41. Martin C.L., Pranter C.A. Compatibility management: customer-to-customer relationships in service environments. Journal of Services Marketing 1989, 3(Summer):5-15.
42. Meyers-Levy J., Tybout A.M. Schema congruity as a basis for product evaluation. Journal of Consumer Research 1989, 16(June):39-54.
43. Nesse R.M. Evolutionary explanations of emotions. Human Nature 1990, 1:261-289.
44. Oliver R.L. Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research 1993, 20(3):418-430.
45. Oliver R.L Satisfaction: A Behavioral Perspective on the Consumer 1997, Irwin/McGraw-Hill, New York, NY.
46. Oliver R.L. Customer satisfaction with service. Handbook of Services Marketing and Management 2000, 247-254. Sage, Thousand Oaks, CA. T.A. Swartz, D. Iacobucci (Eds.).
47. Oliver R.L., Swan J.E. Consumer perceptions of interpersonal equity and satisfaction. Journal of Marketing 1989, 53(2):21-35.
48. Parkinson B. Ideas and Realities of Emotion 1995, Routledge, New York, NY.
49. Peeters G., Czapinski J. Positive-negative asymmetry in evaluations: the distinction between affective and informational negativity effects. European Review of Social Psychology 1990, 1:33-60.
50. Pennebaker J.W. Traumatic experience and psychosomatic disease: exploring the roles of behavioral inhibition, obsession, and confiding. Canadian Psychology 1985, 26:82-95.
51. Price L.L., Arnould E.J., Deibler S.L. Consumers' emotional responses to service encounters: the influence of the service provider. International Journal of Service Industry Management 1995, 6(3):34-63.
52. Ramanathan S., Mcgill A.L. Consuming with others: social influence on moment-to-moment and retrospective evaluation of an experience. Journal of Consumer Research 2007, 34(4):506-524.
53. Richins M.L. Measuring emotions in the consumption experience. Journal of Consumer Research 1997, 24:127-146.
54. Schank R.C., Abelson R.P. Scripts, Plans, Goals and Understanding 1977, John Wiley and Sons, Inc., New York.
55. Schwarz N. Feelings as information: informational and motivational functions of affective states. Handbook of Motivation and Cognition 1990, 527-561. The Guilford Press, New York. E.T. Higgins, R.M. Sorrentino (Eds.).
56. Sedikides C., Gaertner L. The social self: the quest for identity and the motivational primacy of the individual self. The Social Mind: Cognitive and Motivational Aspects of Interpersonal Behavior 2001, 115-138. Cambridge University Press, New York. J.P. Forgas, K.D. Williams, L. Wheeler (Eds.).
57. Shadish W.R., Cook T.D., Campbell D.T. Experimental and Quasi-experimental Designs for Generalized Causal Inference 2002, Houghton Mifflin Company, New York.
58. Shoemaker S. The Influence of Different Types of Script Actions on the Learning of Consumer Scripts 1995, Cornell University, Ithaca.
59. Shoemaker S. Scripts: precursor of consumer expectations. Cornell Hotel and Restaurant Administration Quarterly 1996, 37(1):42-53.
60. Skowronski J.J., Carlston D.E. Negativity and extremity biases in impression formation: a review of explanation. Psychological Review 1989, 105:131-142.
61. Sloan M.M. The "real self" and in authenticity: the importance of self-concept anchorage for emotional experiences in the workplace. Social Psychology Quarterly 2007, 70(3):305-318.
62. Smith R.A., Houston M.J. Script-based evaluations of satisfaction with services. Emerging Perspectives on Services Marketing 1983, 59-62. American Marketing Association, Chicago. L.L. Berry, G.L. Shostack, G.D. Upah (Eds.).
63. Solomon M.R., Surprenant C., Czepiel J.A., Gutman E.G. A role theory perspective on dyadic interactions: the service encounter. Journal of Marketing 1985, 49(Winter):99-111.
64. Srivastava S., Tamir M., McGonigal K.M., John O.P., Gross J.J. The social costs of emotional suppression: a prospective study of the transition to college. Journal of Personality and Social Psychology 2009, 96(4):883-897.
65. Surprenant C.F., Solomon M.R. Predictability and personalization in the service encounter. Journal of Marketing 1987, 51(April):86-96.
66. Thoits P.A. The sociology of emotions. Annual Review of Sociology 1989, 15:317-342.
67. Turley L.W., Milliman R.E. Atmospheric effects on shopping behavior: a review of the experimental evidence. Journal of Business Research 2000, 49:193-211.
68. Westbrook R.A., Oliver R.L. The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research 1991, 18(June):84-91.
69. Williams P., Drolet A. Age-related differences in responses to emotional advertisements. Journal of Consumer Research 2005, 32(3):343-354.
70. Wolf, J., 2008. Courtyard by Marriot gets extreme lobby makeover, (retrieved 01.06.2008). http://www.hospitalitynet.org/news/4035365.search?query=marriott+lobby+redesign.
71. Yagil D. Ingratiation and assertiveness in the service provider-customer dyad. Journal of Service Research 2001, 3(4):345-353.
72. Zhang J. Understanding the Influence of Other Customers in Service Settings 2005, The University of Alabama, Tuscaloosa, Alabama.