"Expressions of emotion" in service encounters

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buir.advisorGer, Güliz
dc.contributor.authorUngan, Seçkin
dc.date.accessioned2016-01-08T20:08:14Z
dc.date.available2016-01-08T20:08:14Z
dc.date.issued1989
dc.departmentDepartment of Managementen_US
dc.descriptionAnkara : The Department of Management and the Institute of Business Administration of Bilkent Univ. , 1989.en_US
dc.descriptionThesis (Master's) -- Bilkent University, 1989.en_US
dc.descriptionIncludes bibliographical references leaves 100-105.en_US
dc.description.abstractThis study examines the relationship between the "expressions of emotion" and the satisfaction with the service encounter. The empirical proxy for "expressions of emotion" is the nature of the encounter in bars as a psychological phenomenon. Predicted relationship is investigated by comparing the ratings of perceived emotions of bar customers and servers based on semantic differential format, and by exploring open-ended data qualitatively. The results suggest that the expressions of emotions by servers and emotional atmosphere of bars affect the satisfaction of customers with the encounter.en_US
dc.description.degreeM.B.Aen_US
dc.description.statementofresponsibilityUngan, Seçkinen_US
dc.format.extentxi, 115 leaves, illustrationsen_US
dc.identifier.itemidBILKUTUPB004667
dc.identifier.urihttp://hdl.handle.net/11693/17218
dc.language.isoEnglishen_US
dc.publisherBilkent Universityen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectExpressions of emotionen_US
dc.subjectSatisfaction with the service encounteren_US
dc.subject.lccHF5415.5 .U54 1989en_US
dc.subject.lcshCustomer Service.en_US
dc.subject.lcshExpression.en_US
dc.title"Expressions of emotion" in service encountersen_US
dc.typeThesisen_US

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