The Effects of the Service Environment on Affect and Consumer Perception of Waiting Time: An Integrative Review and Research Propositions

An attributional theory of achievement motivation and emotion.

Bernard Weiner · Psychological Review · 1985 · 7.7K citations

Social Sciences, Behavioral Sciences, Psychology +10

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Mary Jo Bitner · Journal of Marketing · 1992 · 5.2K citations

Business, Marketing, Organizational Behavior +10

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner · Journal of Marketing · 1990 · 4.3K citations

Business, Marketing, Marketing Management +17

Problems and Strategies in Services Marketing

Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry · Journal of Marketing · 1985 · 2.4K citations

Business, Marketing, Marketing Management +6

Product/Consumption-Based Affective Responses and Postpurchase Processes

Robert A. Westbrook · Journal of Marketing Research · 1987 · 2.2K citations

Business, Marketing, Psychology +17