haku: @indexterm service management / yhteensä: 228
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| Tekijä: | Namkung, Y. Jang, S. C. |
| Otsikko: | Effects of perceived service fairness on emotions, and behavioral intentions in restaurants |
| Lehti: | European Journal of Marketing
2010 : VOL 44:9/10, p. 1233-1259 |
| Asiasana: | consumer behaviour restaurants service service management USA |
| Kieli: | eng |
| Tiivistelmä: | The purpose of the article is to study the relationships of perceived fairness, emotions and behavioral intentions in service encounters. Two restaurants in USA were analyzed in the study using a two-step approach that both a measurement model and a structural model. The results indicate that setting of a fair price and providing timely, efficient services prevent negative emotions. Positive emotions and favorable behavior were evoked in the study by providing both valuable tangible outcomes and intangible services at the same time. |
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