Waits, delays and psychological contracts

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dc.creator Fullerton, Gordon L. (Gordon Lee), 1964-
dc.date.accessioned 2014-01-16T19:39:33Z
dc.date.available 2014-01-16T19:39:33Z
dc.date.issued 2007
dc.identifier http://library2.smu.ca/bitstream/handle/01/25406/asb_proceedings_2007.pdf#page=200
dc.identifier.uri http://library2.smu.ca/xmlui/handle/01/25585
dc.description.abstract This paper investigates psychological contracts inherent in service experiences. Using consumption stories written by consumers, it demonstrates how a breach of the psychological contract as a result of a wait or delay brings forward affective evaluation and potential behaviours. It is argued that the affective state brought forward by a breach of a psychological contract is an important and understudied issue in marketing. en_CA
dc.description.provenance Submitted by Trish Grelot (trish.grelot@smu.ca) on 2014-01-16T19:39:33Z No. of bitstreams: 0 en
dc.description.provenance Made available in DSpace on 2014-01-16T19:39:33Z (GMT). No. of bitstreams: 0 Previous issue date: 2007 en
dc.language.iso en en_CA
dc.publisher Atlantic Schools of Business en_CA
dc.subject.lcsh Customer services -- Evaluation
dc.title Waits, delays and psychological contracts en_CA
dc.type Text en_CA
dcterms.bibliographicCitation Proceedings of the 37th Atlantic Schools of Business Conference, Wolfville, Nova Scotia, 2007, pp 200-206
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