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Consumers' emotional responses to se...

The Pennsylvania State University.

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Consumers' emotional responses to service encounters: The influence of other consumers.

Record Type:	Electronic resources : Monograph/item
Title/Author:	Consumers' emotional responses to service encounters: The influence of other consumers./
Author:	Miao, Li.
Description:	197 p.
Notes:	Source: Dissertation Abstracts International, Volume: 69-11, Section: A, page: 4419.
Contained By:	Dissertation Abstracts International69-11A.
Subject:	Business Administration, Marketing. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoeng/servlet/advanced?query=3336093
ISBN:	9780549906056

Consumers' emotional responses to service encounters: The influence of other consumers.
Miao, Li.

Consumers' emotional responses to service encounters: The influence of other consumers. - 197 p.

Source: Dissertation Abstracts International, Volume: 69-11, Section: A, page: 4419.

Thesis (Ph.D.)--The Pennsylvania State University, 2008.

This dissertation contributes to an emerging stream of consumer research that investigates the influence of other consumers in service encounters. The findings presented in this dissertation have both theoretical and managerial implications.

ISBN: 9780549906056Subjects--Topical Terms:

1017573
Business Administration, Marketing.

Consumers' emotional responses to service encounters: The influence of other consumers.
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100 1 $a Miao, Li. $3 1043978
245 1 0 $a Consumers' emotional responses to service encounters: The influence of other consumers.
300 $a 197 p.
500 $a Source: Dissertation Abstracts International, Volume: 69-11, Section: A, page: 4419.
502 $a Thesis (Ph.D.)--The Pennsylvania State University, 2008.
520 $a This dissertation contributes to an emerging stream of consumer research that investigates the influence of other consumers in service encounters. The findings presented in this dissertation have both theoretical and managerial implications.
520 $a Service consumptions often involve sharing the service environment with other consumers. Despite the prevalent presence of other consumers in service settings, research in "other consumers" is sporadic. The global objective of this dissertation is to examine consumers' emotional responses to behaviors of other consumers in service encounters.
520 $a Drawing from Script Theory, Social Impact Theory and Social Facilitation Theory, this dissertation proposes a script-congruence/incongruence scheme to define behaviors of other consumers in service encounters. This dissertation also offers a multidimensional conceptualization of presence of other consumers, anchoring presence of other consumers in a service encounter on temporal, spatial and emotional dimensions. In the empirical study, the multidimensional presence of other consumers was operationalized into salience of other consumers, a multiplicative function of temporal duration, spatial proximity and emotional content of the encounter. This dissertation also proposes a dual-process model of consumers' emotional responses to behaviors of other consumers: spontaneous emotional responses and symbolic emotional responses.
520 $a The empirical investigation of this research included three pilot studies and one main study. The hypotheses were tested in two service contexts (dining and airline service). Overall, the results suggest that other consumers' script-incongruent behaviors affect both consumers' modes of emotional responses and consumers' encounter satisfaction. The salience effect on consumer responses proves to be robust across the two contexts. Consumers' coping responses and relationships between other-consumer-elicited emotional responses and encounter satisfaction were also explored.
590 $a School code: 0176.
650 4 $a Business Administration, Marketing. $3 1017573
690 $a 0338
710 2 $a The Pennsylvania State University. $3 699896
773 0 $t Dissertation Abstracts International $g 69-11A.
790 $a 0176
791 $a Ph.D.
792 $a 2008
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoeng/servlet/advanced?query=3336093