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Bitner, M.J., Booms, B.H. and Tetreault, M.S. (1990) The Service Encounter: Diagnosing Favorable and Unfavorable Incidents. The Journal of Marketing, 54, 71-84.
https://doi.org/10.2307/1252174

has been cited by the following article:

  • TITLE: Customers’ Responses to Employee Extra Attention

    AUTHORS: Yoshimasa Kageyama, Albert Barreda

    KEYWORDS: Employee Extra Attention, Customer Delight, Customer Repurchase Intentions

    JOURNAL NAME: Open Journal of Business and Management, Vol.7 No.1, November 28, 2018

    ABSTRACT: Focusing on positive service experiences, this study examined the relation-ships among employee extra attention, customers delight, and customer re-purchase intentions. The target sample that had a positive interaction with an employee in the recent six months was invited to participate in the survey. The data analysis was performed in two steps: 1) Confirmatory Factor Analysis (CFA) and 2) Structural Equation Modeling (SEM). The results suggested that employees’ extra attention affects customer delight. Subsequently, customer delight has a positive relationship with customer repurchase intentions. Furthermore, employee extra attention has a positive relationship with customer repurchase intentions. The finding of the study provides valuable implications for research and the industry regarding generating favorable customer repurchase intentions in positive service experiences.