haku: @journal_id 1343 / yhteensä: 429
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| Tekijä: | Chebat, J. |
| Otsikko: | Impact of waiting attribution and consumer's mood on perceived quality |
| Lehti: | Journal of Business Research
1995 : NOV, VOL. 34:3, p. 191-196 |
| Asiasana: | CONSUMERS QUALITY RESEARCH |
| Kieli: | eng |
| Tiivistelmä: | Waiting involves both emotions and cognition, in particular attribution of the cause of waiting. How do emotions impact on the attribution process? Do emotions and attribution impact on perceived service quality? The present study focuses on these rather new questions through the employment of videos simulating waiting lines in a bank. Subjects' mood was manipulated by two ( sad-vs-happy) television videos before subjects were exposed to the waiting video. Subjects were administered a three-part questionnaire. |
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