First impressions vs. The Peak-End Rule : episodic evaluations in a service experience and the moderating effect of retrospective delay
Heath McCullough, Daniel Padgett, Sumin Han, Kang Lee, David S. Martin, Brian L. Bourdeau
| Year of publication: |
2024
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|---|---|
| Authors: | McCullough, Heath ; Padgett, Daniel ; Han, Sumin ; Lee, Kang ; Martin, David S. ; Bourdeau, Brian L. |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 2013438-1. - Vol. 185.2024, Art.-No. 114899, p. 1-14
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| Subject: | Evaluations | First impression | Frontline employees | Peak-End rule | Retrospective delay | Satisfaction | Service experience | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Bewertung | Evaluation | Experiment |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2024.114899 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015147919