Emotional Satisfaction of Customer Contacts (UvA by Huseyin Gungor

By Huseyin Gungor

Emotional, pride, patron, contacts

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392-412). New York: Russel Sage Foundation. 42 Working Today: Exploring Employees’ Emotional Connection to Their Jobs. com accessed on 4/10/2003. 28 members experience negative moods, they may be more critical and discerning; whereas they may be more helpful to each other as well as to people outside the group when they experience positive moods (George (2002:189). Emotional culture of the organization refers to the dominant values, beliefs, assumptions, and norms regarding affective issues. It can be, in an organizational context or in a society, a tight culture in which rules and norms are present and enforced, or a loose culture in which norms are described in a wide range and deviant behavior is widely tolerated (Earley & Francis, 2002:378).

General satisfaction is thus the outcome of a learning 19 process where the customer learns from (or remembers) all previous transaction experiences over time. Anderson, Fornell and Lehman (1994:54)25 argue that ‘cumulative satisfaction’, rather than ‘transaction-specific satisfaction’, is a more fundamental indicator of the firm’s past, current, and future performance. Rust, Zahorik and Keiningham (1995:64) suggest that “there are good reasons to select either option” and argue that ‘cumulative focus’ better correlates with retention, but ‘transactional focus’ better reflects quality improvements and provides a more accurate picture of the current performance of the company.

Journal of Personality and Social Psychology, 53 (4), 712717. R. (1996). The Science of Emotion. Research and tradition in the psychology of emotion, Upper Saddle River (NJ): Prentice Hall. E. (1972). Patterns of Emotions, NY: Academic Press. Russel (1991). Culture and the Categorization of Emotions. 444. , as cited in Cowie (2000): Ekman , P. & Friesen, W. (1969). The Repertoire of non verbal behavior: categories, origins, usage and coding. Semiotica 1, 49-98. 36 As cited in Parrott (2001:140): Fisher, A.

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