...., 2022 ; Gursoy et al., 2019). This study considers it as a source of positive feelings and anticipates that it plays a pivotal role in enhancing the perception of service encounters as more human-like (Law et al., 2018). This resonates particularly strongly in the realm...

... for emotion regulation in the four facets of the emotion regulation matrix. Five CEREB dimensions, including verbal behaviours and facial expressions, were evident. Motivational factors and situational conditions that impacted on customer emotion regulation in service encounters were also identified...

... 2019 Emerald Publishing Limited Licensed re-use rights only Customer satisfaction Service encounters Customer expertize Construal level Services marketing literature distinguishes between process and service attributes, describing process attributes...

.... The purpose of this paper is to examine whether it is beneficial to deliberately use humour in service encounters. Design/methodology/approach – This paper provides a comprehensive review of humour research in multiple disciplines to assess the applicability of their key findings to the service domain...

...Jörg Finsterwalder; Tony Garry; Ivana Garzaniti; Glenn Pearce; John Stanton Purpose The purpose of this paper is to explore the contribution of conversation as an element of interaction that occurs in a hairdressing service encounter with the aim of seeking to understand variations in conversation...