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         "type" : "Publication",
         "id"   : "https://puma.ub.uni-stuttgart.de/bibtex/24f8e185a09e73d08da02139e948495a5/hermann",         
         "tags" : [
            "Customer-employee","Interaction","Positive","and","attribution;","environment;","experience}","interaction;","interactional","negative","service","{Causal"
         ],
         
         "intraHash" : "4f8e185a09e73d08da02139e948495a5",
         "interHash" : "69c5919ca36c45aa3609a6adb908502c",
         "label" : "Customer response to interactional service experience The role of\n   interaction environment",
         "user" : "hermann",
         "description" : "",
         "date" : "2017-05-18 11:32:12",
         "changeDate" : "2017-05-18 09:32:12",
         "count" : 2,
         "pub-type": "article",
         "journal": "JOURNAL OF SERVICE MANAGEMENT","publisher":"EMERALD GROUP PUBLISHING LTD","address":"HOWARD HOUSE, WAGON LANE, BINGLEY BD16 1WA, W YORKSHIRE, ENGLAND",
         "year": "{2016}", 
         "url": "", 
         
         "author": [ 
            "Carmen-Maria Albrecht","Stefan Hattula","Torsten Bornemann","Wayne D. Hoyer"
         ],
         "authors": [
         	
            	{"first" : "Carmen-Maria",	"last" : "Albrecht"},
            	{"first" : "Stefan",	"last" : "Hattula"},
            	{"first" : "Torsten",	"last" : "Bornemann"},
            	{"first" : "Wayne D.",	"last" : "Hoyer"}
         ],
         "volume": "27","number": "5","pages": "704-729","abstract": "Purpose - The purpose of this paper is to examine causal attribution in\n   interactional service experiences. The paper investigates how triggers\n   in the environment of a customer-employee interaction influence customer\n   behavioral response to employees' negative and positive affect.\n   Additionally, it studies the role of sympathy and authenticity as\n   underlying mechanisms of this relationship.\n   Design/methodology/approach - Two scenario-based experimental designs\n   (N1 = 162; N2 = 138) were used. Videotaped scenarios served as stimulus\n   material for the manipulation of two focal variables: the employee's\n   emotional display as either negative or positive and the availability of\n   an emotion trigger in the interaction environment to convey the\n   attribution dimension of cause uncontrollability. The emotion trigger's\n   visibility was varied in the two studies. Customer response was captured\n   by buying intentions.\n   Findings - Customer responses are more favorable for both positive and\n   negative interactional experiences when customers have access to\n   information on cause uncontrollability (i.e. notice triggers in the\n   interaction environment). Analyses reveal that these effects stem from\n   feelings of sympathy for negative experiences and authenticity for\n   positive experiences.\n   Originality/value - This research supports the relevance of causal\n   attribution research on interactional service experiences, which have\n   high-profit impact. Moreover, the findings underline the importance of\n   the experience of fact in service interactions and thereby provide a\n   more nuanced view on the discussion of whether service providers should\n   use impression management strategies to engender customer satisfaction\n   even when this behavior is ``faked.''",
         "author-email" : "carmen-maria.albrecht@bwl.uni-mannheim.de",
         
         "issn" : "1757-5818",
         
         "keywords-plus" : "EMOTIONAL CONTAGION; BEHAVIORAL INTENTIONS; AFFECTIVE DELIVERY;\n   ATTRIBUTION THEORY; CONSUMER-BEHAVIOR; AUTHENTICITY; SATISFACTION;\n   PERCEPTIONS; FAILURE; ENCOUNTERS",
         
         "funding-acknowledgement" : "HORNBACH Group; Autonomy Fund of the University of Mannheim",
         
         "research-areas" : "Business & Economics",
         
         "eissn" : "1757-5826",
         
         "number-of-cited-references" : "81",
         
         "affiliation" : "Albrecht, CM (Reprint Author), Univ Mannheim, Dept Quantitat Mkt & Consumer Analyt, Mannheim, Germany.\n   Albrecht, Carmen-Maria, Univ Mannheim, Dept Quantitat Mkt & Consumer Analyt, Mannheim, Germany.\n   Hattula, Stefan; Bornemann, Torsten, Univ Stuttgart, Dept Mkt, Stuttgart, Germany.\n   Hoyer, Wayne D., Univ Texas Austin, Dept Mkt, Austin, TX 78712 USA.",
         
         "web-of-science-categories" : "Management",
         
         "language" : "English",
         
         "funding-text" : "All authors contributed equally to the paper. The authors thank Michel\n   Pham, Donald R. Lehmann, Johannes Hattula, and Christian Schafer for\n   their helpful comments and suggestions for improvement. The authors also\n   thank Karina Schroter, Jan Weyerer, and Julian Wurth for research\n   assistance. The HORNBACH Group contributed to the realization of this\n   project with financial and technical support. The authors thank the\n   Autonomy Fund of the University of Mannheim for financially supporting\n   this research.",
         
         "times-cited" : "0",
         
         "doi" : "10.1108/JOSM-07-2015-0215",
         
         "bibtexKey": "ISI:000387208000002"

      }
	  
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