Show simple item record

dc.contributor.authorSingh, Sangeeta
dc.contributor.authorDuque, Lola C.
dc.date.accessioned2012-05-18T12:47:10Z
dc.date.available2013-05-01T23:00:20Z
dc.date.issued2012
dc.identifier.issn1552-7379 (e-utg)
dc.identifier.urihttp://hdl.handle.net/11250/93476
dc.descriptionThis is the authors’ final, accepted and refereed manuscript to the articleno_NO
dc.description.abstractSince negative services are usually sought during emergencies or when problems arise or to ensure against unwanted outcomes, they are typically accompanied by high levels of stress. Our study investigates the role of stress in evaluating such services. We examine citizen satisfaction with a specific negative service, police services, and the moderating role of stress in the evaluation of these services. Findings from our study confirm the moderating role of stress in satisfaction with police services, which determines the differential importance of service attributes: helping consumers manage the stress is more important for satisfaction when consumers are stressed while courtesy and speediness of service delivery are more important when consumers are not stressed. This can be the basis for training police officers to better understand the state the consumer is in and reinforce specific service features accordingly. The study adds to extant knowledge in three areas: (i) public/police services: satisfaction with a public service is valuable in evaluating government and agency performance (ii) negative services: they are an integral part of many service providers, yet understudied (iii) unpleasant affective state: people assign greater weight to unpleasant situations when making satisfaction judgments.no_NO
dc.language.isoengno_NO
dc.publisherSage Publicationsno_NO
dc.subjectpolice servicesno_NO
dc.subjectnegative servicesno_NO
dc.subjectstressno_NO
dc.subjectpre-existing affectno_NO
dc.subjectsatisfactionno_NO
dc.titleModerating role of stress in evaluating negative services: encounters with the policeno_NO
dc.typeJournal articleno_NO
dc.typePeer reviewedno_NO
dc.source.pagenumber231-241no_NO
dc.source.volume15no_NO
dc.source.journalJournal of Service Researchno_NO
dc.source.issue2no_NO
dc.identifier.doihttp://dx.doi.org/10.1177/1094670511435563


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record