Hispana. Acceso en línea al Patrimonio Cultural Digital Español

Está en:  › Dades de registre

'Unserved' interpretations of service satisfaction

Identificadores del recurso

http://hdl.handle.net/10016/5949

wb097407

Procedència

(e-Archivo: Archivo Abierto Institucional de la Universidad Carlos III de Madrid)

Fitxa

Títol:: 'Unserved' interpretations of service satisfaction
Tema:: Services marketing; Satisfaction paradigm; Consumer behavior; Situation; Affective state; Empresa
Descripció:: Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.
Idioma:: English
Relació:: UC3M Working papers. Business Economics; 09-07
Autor/Productor:: Singh, Sangeeta; Duque, Lola C.
Otros colaboradores/productores:: Universidad Carlos III de Madrid. Departamento de Economía de la Empresa
Drets:: Atribución-NoComercial-SinDerivadas 3.0 España; http://creativecommons.org/licenses/by-nc-nd/3.0/es/; openAccess
Data:: 2009-12-04T10:44:49Z; 2009-12
Tipo de recurso:: workingPaper
Format:: application/pdf

oai_dc

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<oai_dc:dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
1. <dc:title>'Unserved' interpretations of service satisfaction</dc:title>
2. <dc:creator>Singh, Sangeeta</dc:creator>
3. <dc:creator>Duque, Lola C.</dc:creator>
4. <dc:contributor>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</dc:contributor>
5. <dc:subject>Services marketing</dc:subject>
6. <dc:subject>Satisfaction paradigm</dc:subject>
7. <dc:subject>Consumer behavior</dc:subject>
8. <dc:subject>Situation</dc:subject>
9. <dc:subject>Affective state</dc:subject>
10. <dc:subject>Empresa</dc:subject>
11. <dc:description>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</dc:description>
12. <dc:date>2009-12-04T10:44:49Z</dc:date>
13. <dc:date>2009-12-04T10:44:49Z</dc:date>
14. <dc:date>2009-12</dc:date>
15. <dc:type>workingPaper</dc:type>
16. <dc:identifier>http://hdl.handle.net/10016/5949</dc:identifier>
17. <dc:identifier>wb097407</dc:identifier>
18. <dc:language>eng</dc:language>
19. <dc:relation>UC3M Working papers. Business Economics</dc:relation>
20. <dc:relation>09-07</dc:relation>
21. <dc:rights>Atribución-NoComercial-SinDerivadas 3.0 España</dc:rights>
22. <dc:rights>http://creativecommons.org/licenses/by-nc-nd/3.0/es/</dc:rights>
23. <dc:rights>openAccess</dc:rights>
24. <dc:format>application/pdf</dc:format>
</oai_dc:dc>

didl

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<d:DIDL schemaLocation="urn:mpeg:mpeg21:2002:02-DIDL-NS http://standards.iso.org/ittf/PubliclyAvailableStandards/MPEG-21_schema_files/did/didl.xsd">
1. <d:DIDLInfo>
  1. <dcterms:created schemaLocation="http://purl.org/dc/terms/ http://dublincore.org/schemas/xmls/qdc/dcterms.xsd">2009-12-04T10:44:49Z</dcterms:created>
  </d:DIDLInfo>
2. <d:Item id="hdl_10016_5949">
  1. <d:Descriptor>
    1. <d:Statement mimeType="application/xml; charset=utf-8">
      1. <dii:Identifier schemaLocation="urn:mpeg:mpeg21:2002:01-DII-NS http://standards.iso.org/ittf/PubliclyAvailableStandards/MPEG-21_schema_files/dii/dii.xsd">urn:hdl:10016/5949</dii:Identifier>
      </d:Statement>
    </d:Descriptor>
  2. <d:Descriptor>
    1. <d:Statement mimeType="application/xml; charset=utf-8">
      1. <oai_dc:dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
        <dc:title>'Unserved' interpretations of service satisfaction</dc:title>
        <dc:creator>Singh, Sangeeta</dc:creator>
        <dc:creator>Duque, Lola C.</dc:creator>
        <dc:contributor>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</dc:contributor>
        <dc:description>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</dc:description>
        <dc:date>2009-12-04T10:44:49Z</dc:date>
        <dc:date>2009-12-04T10:44:49Z</dc:date>
        <dc:date>2009-12</dc:date>
        <dc:type>workingPaper</dc:type>
        <dc:identifier>http://hdl.handle.net/10016/5949</dc:identifier>
        <dc:identifier>wb097407</dc:identifier>
        <dc:language>eng</dc:language>
        <dc:relation>UC3M Working papers. Business Economics</dc:relation>
        <dc:relation>09-07</dc:relation>
        <dc:rights>http://creativecommons.org/licenses/by-nc-nd/3.0/es/</dc:rights>
        <dc:rights>openAccess</dc:rights>
        <dc:rights>Atribución-NoComercial-SinDerivadas 3.0 España</dc:rights>
        </oai_dc:dc>
      </d:Statement>
    </d:Descriptor>
  3. <d:Component id="10016_5949_1">
    1. <d:Resource mimeType="application/pdf" ref="https://e-archivo.uc3m.es/bitstream/10016/5949/1/wb097407.pdf" />
    </d:Component>
  </d:Item>
</d:DIDL>

dim

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<dim:dim schemaLocation="http://www.dspace.org/xmlns/dspace/dim http://www.dspace.org/schema/dim.xsd">
1. <dim:field authority="3d51e69e-8d99-4026-a93e-2d4ddd3a51b3" confidence="500" element="contributor" mdschema="dc" qualifier="author">Singh, Sangeeta</dim:field>
2. <dim:field authority="3d51e69e-8d99-4026-a93e-2d4ddd3a51b3" confidence="500" element="contributor" mdschema="dc" qualifier="author">Duque, Lola C.</dim:field>
3. <dim:field element="contributor" mdschema="dc" qualifier="editor">Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</dim:field>
4. <dim:field element="date" mdschema="dc" qualifier="accessioned">2009-12-04T10:44:49Z</dim:field>
5. <dim:field element="date" mdschema="dc" qualifier="available">2009-12-04T10:44:49Z</dim:field>
6. <dim:field element="date" mdschema="dc" qualifier="issued">2009-12</dim:field>
7. <dim:field element="identifier" mdschema="dc" qualifier="uri">http://hdl.handle.net/10016/5949</dim:field>
8. <dim:field element="identifier" mdschema="dc" qualifier="repec">wb097407</dim:field>
9. <dim:field element="description" mdschema="dc" qualifier="abstract">Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</dim:field>
10. <dim:field element="format" mdschema="dc" qualifier="mimetype">application/pdf</dim:field>
11. <dim:field element="language" mdschema="dc" qualifier="iso">eng</dim:field>
12. <dim:field element="relation" mdschema="dc" qualifier="ispartofseries">UC3M Working papers. Business Economics</dim:field>
13. <dim:field element="relation" mdschema="dc" qualifier="ispartofseries">09-07</dim:field>
14. <dim:field element="rights" mdschema="dc">Atribución-NoComercial-SinDerivadas 3.0 España</dim:field>
15. <dim:field element="rights" mdschema="dc" qualifier="uri">http://creativecommons.org/licenses/by-nc-nd/3.0/es/</dim:field>
16. <dim:field element="rights" mdschema="dc" qualifier="accessRights">openAccess</dim:field>
17. <dim:field element="subject" mdschema="dc" qualifier="other">Services marketing</dim:field>
18. <dim:field element="subject" mdschema="dc" qualifier="other">Satisfaction paradigm</dim:field>
19. <dim:field element="subject" mdschema="dc" qualifier="other">Consumer behavior</dim:field>
20. <dim:field element="subject" mdschema="dc" qualifier="other">Situation</dim:field>
21. <dim:field element="subject" mdschema="dc" qualifier="other">Affective state</dim:field>
22. <dim:field element="subject" mdschema="dc" qualifier="eciencia">Empresa</dim:field>
23. <dim:field element="title" mdschema="dc">'Unserved' interpretations of service satisfaction</dim:field>
24. <dim:field element="type" lang="en" mdschema="dc">workingPaper</dim:field>
</dim:dim>

etdms

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<thesis schemaLocation="http://www.ndltd.org/standards/metadata/etdms/1.0/ http://www.ndltd.org/standards/metadata/etdms/1.0/etdms.xsd">
1. <title>'Unserved' interpretations of service satisfaction</title>
2. <creator>Singh, Sangeeta</creator>
3. <creator>Duque, Lola C.</creator>
4. <contributor>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</contributor>
5. <description>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</description>
6. <date>2009-12-04</date>
7. <date>2009-12-04</date>
8. <date>2009-12</date>
9. <type>workingPaper</type>
10. <identifier>http://hdl.handle.net/10016/5949</identifier>
11. <identifier>wb097407</identifier>
12. <language>eng</language>
13. <relation>UC3M Working papers. Business Economics</relation>
14. <relation>09-07</relation>
15. <rights>http://creativecommons.org/licenses/by-nc-nd/3.0/es/</rights>
16. <rights>openAccess</rights>
17. <rights>Atribución-NoComercial-SinDerivadas 3.0 España</rights>
</thesis>

geoup4

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<oai_dc:dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd">
1. <dc:title>'Unserved' interpretations of service satisfaction</dc:title>
2. <dc:creator>Singh, Sangeeta</dc:creator>
3. <dc:creator>Duque, Lola C.</dc:creator>
4. <dc:contributor>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</dc:contributor>
5. <dc:subject>Services marketing</dc:subject>
6. <dc:subject>Satisfaction paradigm</dc:subject>
7. <dc:subject>Consumer behavior</dc:subject>
8. <dc:subject>Situation</dc:subject>
9. <dc:subject>Affective state</dc:subject>
10. <dc:subject>Empresa</dc:subject>
11. <dc:description>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</dc:description>
12. <dc:date>2009-12-04T10:44:49Z</dc:date>
13. <dc:date>2009-12-04T10:44:49Z</dc:date>
14. <dc:date>2009-12</dc:date>
15. <dc:type>info:eu-repo/semantics/workingPaper</dc:type>
16. <dc:identifier>http://hdl.handle.net/10016/5949</dc:identifier>
17. <dc:identifier>wb097407</dc:identifier>
18. <dc:language>eng</dc:language>
19. <dc:relation>UC3M Working papers. Business Economics</dc:relation>
20. <dc:relation>09-07</dc:relation>
21. <dc:rights>Atribución-NoComercial-SinDerivadas 3.0 España</dc:rights>
22. <dc:rights>info:eu-repo/semantics/openAccess</dc:rights>
23. <dc:rights>http://creativecommons.org/licenses/by-nc-nd/3.0/es/</dc:rights>
24. <dc:format>application/pdf</dc:format>
</oai_dc:dc>

marc

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<record schemaLocation="http://www.loc.gov/MARC21/slim http://www.loc.gov/standards/marcxml/schema/MARC21slim.xsd">
1. <leader>00925njm 22002777a 4500</leader>
2. <datafield ind1=" " ind2=" " tag="042">
  1. <subfield code="a">dc</subfield>
  </datafield>
3. <datafield ind1=" " ind2=" " tag="720">
  1. <subfield code="a">Singh, Sangeeta</subfield>
  2. <subfield code="e">author</subfield>
  </datafield>
4. <datafield ind1=" " ind2=" " tag="720">
  1. <subfield code="a">Duque, Lola C.</subfield>
  2. <subfield code="e">author</subfield>
  </datafield>
5. <datafield ind1=" " ind2=" " tag="260">
  1. <subfield code="c">2009-12</subfield>
  </datafield>
6. <datafield ind1=" " ind2=" " tag="520">
  1. <subfield code="a">Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</subfield>
  </datafield>
7. <datafield ind1="8" ind2=" " tag="024">
  1. <subfield code="a">http://hdl.handle.net/10016/5949</subfield>
  </datafield>
8. <datafield ind1="8" ind2=" " tag="024">
  1. <subfield code="a">wb097407</subfield>
  </datafield>
9. <datafield ind1="0" ind2="0" tag="245">
  1. <subfield code="a">'Unserved' interpretations of service satisfaction</subfield>
  </datafield>
</record>

mets

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<mets ID=" DSpace_ITEM_10016-5949" OBJID=" hdl:10016/5949" PROFILE="DSpace METS SIP Profile 1.0" TYPE="DSpace ITEM" schemaLocation="http://www.loc.gov/METS/ http://www.loc.gov/standards/mets/mets.xsd">
1. <metsHdr CREATEDATE="2022-10-21T18:52:36Z">
  1. <agent ROLE="CUSTODIAN" TYPE="ORGANIZATION">
    1. <name>e-Archivo</name>
    </agent>
  </metsHdr>
2. <dmdSec ID="DMD_10016_5949">
  1. <mdWrap MDTYPE="MODS">
    1. <xmlData schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-1.xsd">
      1. <mods:mods schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-1.xsd">
        <mods:name>
        <mods:role>
        <mods:roleTerm type="text">author</mods:roleTerm>
        </mods:role>
        <mods:namePart>Singh, Sangeeta</mods:namePart>
        </mods:name>
        <mods:name>
        <mods:role>
        <mods:roleTerm type="text">author</mods:roleTerm>
        </mods:role>
        <mods:namePart>Duque, Lola C.</mods:namePart>
        </mods:name>
        <mods:name>
        <mods:role>
        <mods:roleTerm type="text">editor</mods:roleTerm>
        </mods:role>
        <mods:namePart>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</mods:namePart>
        </mods:name>
        <mods:extension>
        <mods:dateAccessioned encoding="iso8601">2009-12-04T10:44:49Z</mods:dateAccessioned>
        </mods:extension>
        <mods:extension>
        <mods:dateAvailable encoding="iso8601">2009-12-04T10:44:49Z</mods:dateAvailable>
        </mods:extension>
        <mods:originInfo>
        <mods:dateIssued encoding="iso8601">2009-12</mods:dateIssued>
        </mods:originInfo>
        <mods:identifier type="uri">http://hdl.handle.net/10016/5949</mods:identifier>
        <mods:identifier type="repec">wb097407</mods:identifier>
        <mods:abstract>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</mods:abstract>
        <mods:language>
        <mods:languageTerm authority="rfc3066">eng</mods:languageTerm>
        </mods:language>
        <mods:accessCondition type="useAndReproduction">Atribución-NoComercial-SinDerivadas 3.0 España</mods:accessCondition>
        <mods:titleInfo>
        <mods:title>'Unserved' interpretations of service satisfaction</mods:title>
        </mods:titleInfo>
        <mods:genre>workingPaper</mods:genre>
        </mods:mods>
      </xmlData>
    </mdWrap>
  </dmdSec>
3. <amdSec ID="TMD_10016_5949">
  1. <rightsMD ID="RIG_10016_5949">
    1. <mdWrap MDTYPE="OTHER" MIMETYPE="text/plain" OTHERMDTYPE="DSpaceDepositLicense">
      1. <binData>TGljZW5zZSBncmFudGVkIGJ5IFJlYmVjYSBNYXLDrW4gZGVsIENhbXBvIChybWFyaW5AZGIudWMzbS5lcykgb24gMjAwOS0xMi0wNFQxMDo0NDo0OVogKEdNVCk6CgpMSUNFTkNJQSBERSBVU08gREUgREVSRUNIT1MgLUNFU0kmT2FjdXRlO04gTk8gRVhDTFVTSVZBLSBQQVJBIEFVVE9BUkNISVZPIERFIE1BVEVSSUFMIEVOIEVMIApBUkNISVZPIEFCSUVSVE8gSU5TVElUVUNJT05BTCBERSBMQSBVTklWRVJTSURBRCBDQVJMT1MgSUlJIERFIE1BRFJJRC4gCgpQYXJhIHF1ZSBsYSBVbml2ZXJzaWRhZCBDYXJsb3MgSUlJIGRlIE1hZHJpZCBwdWVkYSByZXByb2R1Y2lyLCB0cmFuc2Zvcm1hciwgZGlzdHJpYnVpciB5IApjb211bmljYXIgcCZ1YWN1dGU7YmxpY2FtZW50ZSBlbCBtYXRlcmlhbCBkZXBvc2l0YWRvIGVuIGVzdGUgQXJjaGl2byBJbnN0aXR1Y2lvbmFsLCBlcyBuZWNlc2FyaW8Kc3UgYWN1ZXJkbyB5IGFjZXB0YWNpJm9hY3V0ZTtuIGEgbG9zIHQmZWFjdXRlO3JtaW5vcyBkZSBFU1RBIExJQ0VOQ0lBLiAKClBvciBmYXZvciwgbCZlYWN1dGU7YWxhIGNvbiBkZXRlbmltaWVudG8uIFN1IGFwcm9iYWNpJm9hY3V0ZTtuIG1lZGlhbnRlIHVuIGNsaWMgZW4gZWwgYm90Jm9hY3V0ZTtuIEFDRVBUTyBMQSAKTElDRU5DSUEgZXhwcmVzYSBzdSBjb25zZW50aW1pZW50byBlbiBsb3MgdCZlYWN1dGU7cm1pbm9zIGluZGljYWRvcyBhIGNvbnRpbnVhY2kmb2FjdXRlO24uCgpNZWRpYW50ZSBsYSBhY2VwdGFjaSZvYWN1dGU7biBkZSBlc3RhIGxpY2VuY2lhLCBVc3RlZCwgQVVUT1IgZGVsIG1hdGVyaWFsIGRlcG9zaXRhZG8sIG90b3JnYSBhIGxhIApVbml2ZXJzaWRhZCBDYXJsb3MgSUlJIGRlIE1hZHJpZCwgbGEgYXV0b3JpemFjaSZvYWN1dGU7biBkZSB1c28gbyBjZXNpJm9hY3V0ZTtuIE5PIEVYQ0xVU0lWQSwgZ3JhdHVpdGEsIApjb24gJmFhY3V0ZTttYml0byBtdW5kaWFsIHkgcG9yIGVsIHBsYXpvIG0mYWFjdXRlO3hpbW8gbGVnYWwsIGRlIGxvcyBkZXJlY2hvcyBkZSByZXByb2R1Y2NpJm9hY3V0ZTtuLCAKZGlzdHJpYnVjaSZvYWN1dGU7biwgY29tdW5pY2FjaSZvYWN1dGU7biBwJnVhY3V0ZTtibGljYSAtaW5jbHVpZG8gZWwgZGVyZWNobyBkZSBwdWVzdGEgYSBkaXNwb3NpY2kmb2FjdXRlO24gCmVsZWN0ciZvYWN1dGU7bmljYS0geSB0cmFuc2Zvcm1hY2kmb2FjdXRlO24gc29icmUgZGljaG8gbWF0ZXJpYWwsIHBlcm1pdGllbmRvIHNlIHBvbmdhIGEgZGlzcG9zaWNpJm9hY3V0ZTtuIApkZSB0ZXJjZXJvcyB1c3VhcmlvcyBkZWwgQXJjaGl2byBBYmllcnRvIEluc3RpdHVjaW9uYWwgY29uIGxvcyB1c29zIHBlcm1pdGlkb3MgeSBjb25kaWNpb25lcyBkZSAKdXNvIHF1ZSBzZSBlc3RhYmxlY2VuIGVuIGxhIGxpY2VuY2lhIENyZWF0aXZlIENvbW1vbnMgYXNvY2lhZGEgYSBlc3RlIGRlcCZvYWN1dGU7c2l0bywgZGUgbW9kbyAKcXVlIGVsIG1hdGVyaWFsIHB1ZWRhIHNlciBkaXN0cmlidWlkbywgY29waWFkbyB5IGV4aGliaWRvIHNpZW1wcmUgcXVlIHNlIGNpdGUgc3UgYXV0b3ImaWFjdXRlO2EsIApubyBzZSBvYnRlbmdhIGJlbmVmaWNpbyBjb21lcmNpYWwsIHkgbm8gc2UgcmVhbGljZW4gb2JyYXMgZGVyaXZhZGFzLiAKClVzdGVkIEFDRVBUQSBxdWUgbGEgVW5pdmVyc2lkYWQgQ2FybG9zIElJSSBkZSBNYWRyaWQgcHVlZGEsIHNpbiBhbHRlcmFyIGVsIGNvbnRlbmlkbywgdHJhbnNmb3JtYXIgCm8gYWRhcHRhciBlbCBtYXRlcmlhbCBkZXBvc2l0YWRvIGEgY3VhbHF1aWVyIG90cm8gZm9ybWF0byBvIG1lZGlvIHF1ZSByZXN1bHRlIG5lY2VzYXJpbyBjb24gZmluZXMgCmRlIHByZXNlcnZhY2kmb2FjdXRlO24uIElndWFsbWVudGUgQUNFUFRBIHF1ZSBsYSBVbml2ZXJzaWRhZCBDYXJsb3MgSUlJIGRlIE1hZHJpZCBwdWVkYSBndWFyZGFyIG0mYWFjdXRlO3MgCmRlIHVuYSBjb3BpYSBkZWwgbWF0ZXJpYWwgZGVwb3NpdGFkbyBhIGZpbiBkZSByZWFsaXphciBjb3BpYXMgZGUgc2VndXJpZGFkIHkgcHJlc2VydmFyIGVsIAptYXRlcmlhbCBwYXJhIGVsIGZ1dHVyby4KClVzdGVkIEFTRUdVUkEgeSBHQVJBTlRJWkEgcXVlIGVsIG1hdGVyaWFsIGRlcG9zaXRhZG8gZXMgdW5hIG9icmEgb3JpZ2luYWwgZGUgc3UgY3JlYWNpJm9hY3V0ZTtuIHkgCnNvYnJlIGxhIHF1ZSBVc3RlZCBvc3RlbnRhIGxhIHRpdHVsYXJpZGFkIGRlIGRlcmVjaG9zIGRlIGF1dG9yIG5lY2VzYXJpYSBwYXJhIG90b3JnYXIgbGEgY2VzaSZvYWN1dGU7biAKY29udGVuaWRhIGVuIGxhIHByZXNlbnRlIExpY2VuY2lhLiBFbiBjYXNvIGRlIGNvdGl0dWxhcmlkYWQgVXN0ZWQgZGVjbGFyYSBxdWUgY3VlbnRhIGNvbiBlbCAKY29uc2VudGltaWVudG8gZGUgbG9zIHJlc3RhbnRlcyB0aXR1bGFyZXMgcGFyYSBvdG9yZ2FyIGxhIHByZXNlbnRlIGxpY2VuY2lhLiBZIGVuIGVsIGNhc28gZGUgcHJldmlhIApjZXNpJm9hY3V0ZTtuIGRlIGRlcmVjaG9zIGEgdGVyY2Vyb3MgVXN0ZWQgZGVjbGFyYSBxdWUgY3VlbnRhIGNvbiBzdSBhdXRvcml6YWNpJm9hY3V0ZTtuIG8gYmllbiBxdWUgCnJldGllbmUgbGEgZmFjdWx0YWQgZGUgaGFjZXIgdXNvIGRlIGVzdG9zIGRlcmVjaG9zIGVuIGxhIGZvcm1hIHByZXZpc3RhIGVuIGxhIHByZXNlbnRlIGxpY2VuY2lhLiAKCkVuIGNvbnNlY3VlbmNpYSwgVXN0ZWQgQVNFR1VSQSB5IEdBUkFOVElaQSBxdWUgZWwgbWF0ZXJpYWwgcXVlIHNlIGRlcG9zaXRhIGVuIGVsIEFyY2hpdm8gCkluc3RpdHVjaW9uYWwgZGUgbGEgVW5pdmVyc2lkYWQgQ2FybG9zIElJSSBkZSBNYWRyaWQgTk8gSU5GUklOR0UgZGVyZWNobyBhbGd1bm8gYSB0ZXJjZXJvcywKeWEgc2VhIGRlIHByb3BpZWRhZCBpbnRlbGVjdHVhbCBvIGluZHVzdHJpYWwsIGRlcmVjaG8gYWwgaG9ub3IsIGEgbGEgaW50aW1pZGFkIHkgYSBsYSBpbWFnZW4sIApvIGN1YWxxdWllciBvdHJvIGRlcmVjaG8uCgpFbiBlbCBjYXNvIGRlIHF1ZSBlbCBtYXRlcmlhbCBkZXBvc2l0YWRvIGNvbnR1dmllcmEgb3RybyBtYXRlcmlhbCBkZWwgcXVlIFVzdGVkIG5vIGVzIGVsIHRpdHVsYXIKZGUgbG9zIGRlcmVjaG9zIGRlIGF1dG9yLCBVc3RlZCBBU0VHVVJBIHkgR0FSQU5USVpBIGhhYmVyIG9idGVuaWRvIGxhIGltcHJlc2NpbmRpYmxlIGF1dG9yaXphY2kmb2FjdXRlO24KZGVsIGNvcnJlc3BvbmRpZW50ZSB0aXR1bGFyIGRlIG1vZG8gcXVlIHNlYSBwb3NpYmxlIHBhcmEgVXN0ZWQgb3RvcmdhciBsYSBwcmVzZW50ZSBMaWNlbmNpYTsgCmFzJmlhY3V0ZTttaXNtbyBVc3RlZCBBU0VHVVJBIHkgR0FSQU5USVpBIHF1ZSBkaWNobyB0ZXJjZXJvIHRpdHVsYXIgZGUgZGVyZWNob3MgZGUgYXV0b3IgcXVlZGEgCmlkZW50aWZpY2FkbyB5IHJlY29ub2NpZG8gY29tbyB0YWwgZW4gZWwgY29udGVuaWRvIGRlbCBtYXRlcmlhbCBkZXBvc2l0YWRvLgoKTGEgVW5pdmVyc2lkYWQgQ2FybG9zIElJSSBkZSBNYWRyaWQgYWRxdWllcmUgZWwgY29tcHJvbWlzbyBkZSBpZGVudGlmaWNhcmxlIGEgVXN0ZWQgY29tbyBhdXRvciAKbyB0aXR1bGFyIGRlIGRlcmVjaG9zIGRlIGF1dG9yIGRlbCBtYXRlcmlhbCBkZXBvc2l0YWRvLCB5IG5vIGVmZWN0dWFyJmFhY3V0ZTsgbSZhYWN1dGU7cyBhbHRlcmFjaW9uZXMgCmVuIGRpY2hvIG1hdGVyaWFsIHF1ZSBsYXMgZXhwcmVzYW1lbnRlIHBlcm1pdGlkYXMgZW4gZXN0YSBMaWNlbmNpYS4gCgpVc3RlZCBwb2RyJmFhY3V0ZTsgc29saWNpdGFyIGxhIHJldGlyYWRhIGRlIGxhIG9icmEgZGVsIHJlcG9zaXRvcmlvIEUtQXJjaGl2byBwb3IgY2F1c2EganVzdGlmaWNhZGEuCkEgdGFsIGZpbiBkZWJlciZhYWN1dGU7IHBvbmVyc2UgZW4gY29udGFjdG8gY29uIGVsIHJlc3BvbnNhYmxlIGRlbCBtaXNtby4gRGUgaWd1YWwgbW9kbyBFLUFyY2hpdm8gCnBvZHImYWFjdXRlOyByZXRpcmFyIGVsIG1hdGVyaWFsLCBwcmV2aWEgbm90aWZpY2FjaSZvYWN1dGU7biwgZW4gc3VzcHVlc3RvcyBzdWZpY2llbnRlbWVudGUgCmp1c3RpZmljYWRvcywgbyBlbiBjYXNvIGRlIHJlY2xhbWFjaW9uZXMgZGUgdGVyY2Vyb3MuIAoKVXN0ZWQgc2VyJmFhY3V0ZTsgY29udmVuaWVudGVtZW50ZSBub3RpZmljYWRvIGRlIGN1YWxxdWllciByZWNsYW1hY2kmb2FjdXRlO24gcXVlIHB1ZWRhbiBmb3JtdWxhcgp0ZXJjZXJhcyBwZXJzb25hcyBlbiByZWFsY2kmb2FjdXRlO24gY29uIGxhIG9icmEgeSwgZW4gcGFydGljdWxhciwgZGUgcmVjbGFtYWNpb25lcyByZWxhdGl2YXMKYSBsb3MgZGVyZWNob3MgZGUgcHJvcGllZGFkIGludGVsZWN0dWFsIHNvYnJlIGVsbGEuIAo=</binData>
      </mdWrap>
    </rightsMD>
  </amdSec>
4. <amdSec ID="FO_10016_5949_1">
  1. <techMD ID="TECH_O_10016_5949_1">
    1. <mdWrap MDTYPE="PREMIS">
      1. <xmlData schemaLocation="http://www.loc.gov/standards/premis http://www.loc.gov/standards/premis/PREMIS-v1-0.xsd">
        <premis:premis>
        <premis:object>
        <premis:objectIdentifier>
        <premis:objectIdentifierType>URL</premis:objectIdentifierType>
        <premis:objectIdentifierValue>https://e-archivo.uc3m.es/bitstream/10016/5949/1/wb097407.pdf</premis:objectIdentifierValue>
        </premis:objectIdentifier>
        <premis:objectCategory>File</premis:objectCategory>
        <premis:objectCharacteristics>
        <premis:fixity>
        <premis:messageDigestAlgorithm>MD5</premis:messageDigestAlgorithm>
        <premis:messageDigest>932055fe2ae1665d3a601c71fb854ac9</premis:messageDigest>
        </premis:fixity>
        <premis:size>148345</premis:size>
        <premis:format>
        <premis:formatDesignation>
        <premis:formatName>application/pdf</premis:formatName>
        </premis:formatDesignation>
        </premis:format>
        </premis:objectCharacteristics>
        <premis:originalName>wb097407.pdf</premis:originalName>
        </premis:object>
        </premis:premis>
        </xmlData>
      </mdWrap>
    </techMD>
  </amdSec>
5. <amdSec ID="FT_10016_5949_6">
  1. <techMD ID="TECH_T_10016_5949_6">
    1. <mdWrap MDTYPE="PREMIS">
      1. <xmlData schemaLocation="http://www.loc.gov/standards/premis http://www.loc.gov/standards/premis/PREMIS-v1-0.xsd">
        <premis:premis>
        <premis:object>
        <premis:objectIdentifier>
        <premis:objectIdentifierType>URL</premis:objectIdentifierType>
        <premis:objectIdentifierValue>https://e-archivo.uc3m.es/bitstream/10016/5949/6/wb097407.pdf.txt</premis:objectIdentifierValue>
        </premis:objectIdentifier>
        <premis:objectCategory>File</premis:objectCategory>
        <premis:objectCharacteristics>
        <premis:fixity>
        <premis:messageDigestAlgorithm>MD5</premis:messageDigestAlgorithm>
        <premis:messageDigest>f39bc69befc57c8f9fd1562f085767f1</premis:messageDigest>
        </premis:fixity>
        <premis:size>66662</premis:size>
        <premis:format>
        <premis:formatDesignation>
        <premis:formatName>text/plain</premis:formatName>
        </premis:formatDesignation>
        </premis:format>
        </premis:objectCharacteristics>
        <premis:originalName>wb097407.pdf.txt</premis:originalName>
        </premis:object>
        </premis:premis>
        </xmlData>
      </mdWrap>
    </techMD>
  </amdSec>
6. <fileSec>
  1. <fileGrp USE="ORIGINAL">
    1. <file ADMID="FO_10016_5949_1" CHECKSUM="932055fe2ae1665d3a601c71fb854ac9" CHECKSUMTYPE="MD5" GROUPID="GROUP_BITSTREAM_10016_5949_1" ID="BITSTREAM_ORIGINAL_10016_5949_1" MIMETYPE="application/pdf" SEQ="1" SIZE="148345">
      1. <FLocat LOCTYPE="URL" href="https://e-archivo.uc3m.es/bitstream/10016/5949/1/wb097407.pdf" type="simple" />
      </file>
    </fileGrp>
  2. <fileGrp USE="TEXT">
    1. <file ADMID="FT_10016_5949_6" CHECKSUM="f39bc69befc57c8f9fd1562f085767f1" CHECKSUMTYPE="MD5" GROUPID="GROUP_BITSTREAM_10016_5949_6" ID="BITSTREAM_TEXT_10016_5949_6" MIMETYPE="text/plain" SEQ="6" SIZE="66662">
      1. <FLocat LOCTYPE="URL" href="https://e-archivo.uc3m.es/bitstream/10016/5949/6/wb097407.pdf.txt" type="simple" />
      </file>
    </fileGrp>
  </fileSec>
7. <structMap LABEL="DSpace Object" TYPE="LOGICAL">
  1. <div ADMID="DMD_10016_5949" TYPE="DSpace Object Contents">
    1. <div TYPE="DSpace BITSTREAM">
      1. <fptr FILEID="BITSTREAM_ORIGINAL_10016_5949_1" />
      </div>
    </div>
  </structMap>
</mets>

mods

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<mods:mods schemaLocation="http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-1.xsd">
1. <mods:name>
  1. <mods:namePart>Singh, Sangeeta</mods:namePart>
  </mods:name>
2. <mods:name>
  1. <mods:namePart>Duque, Lola C.</mods:namePart>
  </mods:name>
3. <mods:extension>
  1. <mods:dateAvailable encoding="iso8601">2009-12-04T10:44:49Z</mods:dateAvailable>
  </mods:extension>
4. <mods:extension>
  1. <mods:dateAccessioned encoding="iso8601">2009-12-04T10:44:49Z</mods:dateAccessioned>
  </mods:extension>
5. <mods:originInfo>
  1. <mods:dateIssued encoding="iso8601">2009-12</mods:dateIssued>
  </mods:originInfo>
6. <mods:identifier type="uri">http://hdl.handle.net/10016/5949</mods:identifier>
7. <mods:identifier type="repec">wb097407</mods:identifier>
8. <mods:abstract>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</mods:abstract>
9. <mods:language>
  1. <mods:languageTerm>eng</mods:languageTerm>
  </mods:language>
10. <mods:accessCondition type="useAndReproduction">http://creativecommons.org/licenses/by-nc-nd/3.0/es/</mods:accessCondition>
11. <mods:accessCondition type="useAndReproduction">openAccess</mods:accessCondition>
12. <mods:accessCondition type="useAndReproduction">Atribución-NoComercial-SinDerivadas 3.0 España</mods:accessCondition>
13. <mods:titleInfo>
  1. <mods:title>'Unserved' interpretations of service satisfaction</mods:title>
  </mods:titleInfo>
14. <mods:genre>workingPaper</mods:genre>
</mods:mods>

ore

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<atom:entry schemaLocation="http://www.w3.org/2005/Atom http://www.kbcafe.com/rss/atom.xsd.xml">
1. <atom:id>http://hdl.handle.net/10016/5949/ore.xml</atom:id>
2. <atom:link href="http://hdl.handle.net/10016/5949" rel="alternate" />
3. <atom:link href="http://hdl.handle.net/10016/5949/ore.xml" rel="http://www.openarchives.org/ore/terms/describes" />
4. <atom:link href="http://hdl.handle.net/10016/5949/ore.xml#atom" rel="self" type="application/atom+xml" />
5. <atom:published>2009-12-04T10:44:49Z</atom:published>
6. <atom:updated>2009-12-04T10:44:49Z</atom:updated>
7. <atom:source>
  1. <atom:generator>e-Archivo</atom:generator>
  </atom:source>
8. <atom:title>'Unserved' interpretations of service satisfaction</atom:title>
9. <atom:author>
  1. <atom:name>Singh, Sangeeta</atom:name>
  </atom:author>
10. <atom:author>
  1. <atom:name>Duque, Lola C.</atom:name>
  </atom:author>
11. <atom:category label="Aggregation" scheme="http://www.openarchives.org/ore/terms/" term="http://www.openarchives.org/ore/terms/Aggregation" />
12. <atom:category scheme="http://www.openarchives.org/ore/atom/modified" term="2009-12-04T10:44:49Z" />
13. <atom:category label="DSpace Item" scheme="http://www.dspace.org/objectModel/" term="DSpaceItem" />
14. <atom:link href="https://e-archivo.uc3m.es/bitstream/10016/5949/1/wb097407.pdf" length="148345" rel="http://www.openarchives.org/ore/terms/aggregates" title="wb097407.pdf" type="application/pdf" />
15. <oreatom:triples>
  1. <rdf:Description about="http://hdl.handle.net/10016/5949/ore.xml#atom">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceItem" />
    2. <dcterms:modified>2009-12-04T10:44:49Z</dcterms:modified>
    </rdf:Description>
  2. <rdf:Description about="https://e-archivo.uc3m.es/bitstream/10016/5949/1/wb097407.pdf">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceBitstream" />
    2. <dcterms:description>ORIGINAL</dcterms:description>
    </rdf:Description>
  3. <rdf:Description about="https://e-archivo.uc3m.es/bitstream/10016/5949/2/license_url">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceBitstream" />
    2. <dcterms:description>CC-LICENSE</dcterms:description>
    </rdf:Description>
  4. <rdf:Description about="https://e-archivo.uc3m.es/bitstream/10016/5949/3/license_text">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceBitstream" />
    2. <dcterms:description>CC-LICENSE</dcterms:description>
    </rdf:Description>
  5. <rdf:Description about="https://e-archivo.uc3m.es/bitstream/10016/5949/4/license_rdf">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceBitstream" />
    2. <dcterms:description>CC-LICENSE</dcterms:description>
    </rdf:Description>
  6. <rdf:Description about="https://e-archivo.uc3m.es/bitstream/10016/5949/5/license.txt">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceBitstream" />
    2. <dcterms:description>LICENSE</dcterms:description>
    </rdf:Description>
  7. <rdf:Description about="https://e-archivo.uc3m.es/bitstream/10016/5949/6/wb097407.pdf.txt">
    1. <rdf:type resource="http://www.dspace.org/objectModel/DSpaceBitstream" />
    2. <dcterms:description>TEXT</dcterms:description>
    </rdf:Description>
  </oreatom:triples>
</atom:entry>

qdc

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<qdc:qualifieddc schemaLocation="http://purl.org/dc/elements/1.1/ http://dublincore.org/schemas/xmls/qdc/2006/01/06/dc.xsd http://purl.org/dc/terms/ http://dublincore.org/schemas/xmls/qdc/2006/01/06/dcterms.xsd http://dspace.org/qualifieddc/ http://www.ukoln.ac.uk/metadata/dcmi/xmlschema/qualifieddc.xsd">
1. <dc:title>'Unserved' interpretations of service satisfaction</dc:title>
2. <dc:creator>Singh, Sangeeta</dc:creator>
3. <dc:creator>Duque, Lola C.</dc:creator>
4. <dc:contributor>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</dc:contributor>
5. <dcterms:abstract>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</dcterms:abstract>
6. <dcterms:dateAccepted>2009-12-04T10:44:49Z</dcterms:dateAccepted>
7. <dcterms:available>2009-12-04T10:44:49Z</dcterms:available>
8. <dcterms:created>2009-12-04T10:44:49Z</dcterms:created>
9. <dcterms:issued>2009-12</dcterms:issued>
10. <dc:type>workingPaper</dc:type>
11. <dc:identifier>http://hdl.handle.net/10016/5949</dc:identifier>
12. <dc:identifier>wb097407</dc:identifier>
13. <dc:language>eng</dc:language>
14. <dc:relation>UC3M Working papers. Business Economics</dc:relation>
15. <dc:relation>09-07</dc:relation>
16. <dc:rights>http://creativecommons.org/licenses/by-nc-nd/3.0/es/</dc:rights>
17. <dc:rights>openAccess</dc:rights>
18. <dc:rights>Atribución-NoComercial-SinDerivadas 3.0 España</dc:rights>
</qdc:qualifieddc>

rdf

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<rdf:RDF schemaLocation="http://www.openarchives.org/OAI/2.0/rdf/ http://www.openarchives.org/OAI/2.0/rdf.xsd">
1. <ow:Publication about="oai:e-archivo.uc3m.es:10016/5949">
  1. <dc:title>'Unserved' interpretations of service satisfaction</dc:title>
  2. <dc:creator>Singh, Sangeeta</dc:creator>
  3. <dc:creator>Duque, Lola C.</dc:creator>
  4. <dc:contributor>Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</dc:contributor>
  5. <dc:description>Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</dc:description>
  6. <dc:date>2009-12-04T10:44:49Z</dc:date>
  7. <dc:date>2009-12-04T10:44:49Z</dc:date>
  8. <dc:date>2009-12</dc:date>
  9. <dc:type>workingPaper</dc:type>
  10. <dc:identifier>http://hdl.handle.net/10016/5949</dc:identifier>
  11. <dc:identifier>wb097407</dc:identifier>
  12. <dc:language>eng</dc:language>
  13. <dc:relation>UC3M Working papers. Business Economics</dc:relation>
  14. <dc:relation>09-07</dc:relation>
  15. <dc:rights>http://creativecommons.org/licenses/by-nc-nd/3.0/es/</dc:rights>
  16. <dc:rights>openAccess</dc:rights>
  17. <dc:rights>Atribución-NoComercial-SinDerivadas 3.0 España</dc:rights>
  </ow:Publication>
</rdf:RDF>

xoai

Descarregar XML

<?xml version="1.0" encoding="UTF-8" ?>

<metadata schemaLocation="http://www.lyncode.com/xoai http://www.lyncode.com/xsd/xoai.xsd">
1. <element name="dc">
  1. <element name="contributor">
    1. <element name="author">
      1. <element name="none">
        <field name="value">Singh, Sangeeta</field>
        <field name="authority">3d51e69e-8d99-4026-a93e-2d4ddd3a51b3</field>
        <field name="confidence">500</field>
        <field name="value">Duque, Lola C.</field>
        <field name="authority">38037</field>
        <field name="confidence">500</field>
        </element>
      </element>
    2. <element name="editor">
      1. <element name="none">
        <field name="value">Universidad Carlos III de Madrid. Departamento de Economía de la Empresa</field>
        </element>
      </element>
    </element>
  2. <element name="date">
    1. <element name="accessioned">
      1. <element name="none">
        <field name="value">2009-12-04T10:44:49Z</field>
        </element>
      </element>
    2. <element name="available">
      1. <element name="none">
        <field name="value">2009-12-04T10:44:49Z</field>
        </element>
      </element>
    3. <element name="issued">
      1. <element name="none">
        <field name="value">2009-12</field>
        </element>
      </element>
    </element>
  3. <element name="identifier">
    1. <element name="uri">
      1. <element name="none">
        <field name="value">http://hdl.handle.net/10016/5949</field>
        </element>
      </element>
    2. <element name="repec">
      1. <element name="none">
        <field name="value">wb097407</field>
        </element>
      </element>
    </element>
  4. <element name="description">
    1. <element name="abstract">
      1. <element name="none">
        <field name="value">Satisfaction with services has traditionally been explained with the help of service attributes. While these attributes have been good predictors of satisfaction, the relationship could possibly be better explained with the inclusion of additional variables. We draw on the literature in consumer behavior where situational variables in combination with product and consumer characteristics have been shown to be better predictors of consumers' behavior than consumer or product characteristics by themselves. Studies in consumer behavior have also established a direct link between affective state and consumers' behavior, the argument being that different states prime different goals, thus affecting the importance of attributes relevant under different situations. This is the basis of our study to show that situation-related affective state moderates the effects of service characteristics on satisfaction and the resulting outcomes of such satisfaction. A model incorporating the effects of situation-related affective state in the existing relationship between service characteristics and satisfaction is developed and tested to not only demonstrate the moderating role of situational emotions in the relationships but also its impact on the strength of these relationships.</field>
        </element>
      </element>
    </element>
  5. <element name="format">
    1. <element name="mimetype">
      1. <element name="none">
        <field name="value">application/pdf</field>
        </element>
      </element>
    </element>
  6. <element name="language">
    1. <element name="iso">
      1. <element name="none">
        <field name="value">eng</field>
        </element>
      </element>
    </element>
  7. <element name="relation">
    1. <element name="ispartofseries">
      1. <element name="none">
        <field name="value">UC3M Working papers. Business Economics</field>
        <field name="value">09-07</field>
        </element>
      </element>
    </element>
  8. <element name="rights">
    1. <element name="none">
      1. <field name="value">Atribución-NoComercial-SinDerivadas 3.0 España</field>
      </element>
    2. <element name="uri">
      1. <element name="none">
        <field name="value">http://creativecommons.org/licenses/by-nc-nd/3.0/es/</field>
        </element>
      </element>
    3. <element name="accessRights">
      1. <element name="none">
        <field name="value">openAccess</field>
        </element>
      </element>
    </element>
  9. <element name="subject">
    1. <element name="other">
      1. <element name="none">
        <field name="value">Services marketing</field>
        <field name="value">Satisfaction paradigm</field>
        <field name="value">Consumer behavior</field>
        <field name="value">Situation</field>
        <field name="value">Affective state</field>
        </element>
      </element>
    2. <element name="eciencia">
      1. <element name="none">
        <field name="value">Empresa</field>
        </element>
      </element>
    </element>
  10. <element name="title">
    1. <element name="none">
      1. <field name="value">'Unserved' interpretations of service satisfaction</field>
      </element>
    </element>
  11. <element name="type">
    1. <element name="en">
      1. <field name="value">workingPaper</field>
      </element>
    </element>
  </element>
2. <element name="bundles">
  1. <element name="bundle">
    1. <field name="name">ORIGINAL</field>
    2. <element name="bitstreams">
      1. <element name="bitstream">
        <field name="name">wb097407.pdf</field>
        <field name="originalName">wb097407.pdf</field>
        <field name="description" />
        <field name="format">application/pdf</field>
        <field name="size">148345</field>
        <field name="url">https://e-archivo.uc3m.es/bitstream/10016/5949/1/wb097407.pdf</field>
        <field name="checksum">932055fe2ae1665d3a601c71fb854ac9</field>
        <field name="checksumAlgorithm">MD5</field>
        <field name="sid">1</field>
        <field name="mimetype">application/pdf</field>
        </element>
      </element>
    </element>
  2. <element name="bundle">
    1. <field name="name">CC-LICENSE</field>
    2. <element name="bitstreams">
      1. <element name="bitstream">
        <field name="name">license_url</field>
        <field name="originalName">license_url</field>
        <field name="format">text/plain</field>
        <field name="size">49</field>
        <field name="url">https://e-archivo.uc3m.es/bitstream/10016/5949/2/license_url</field>
        <field name="checksum">fd26723f8d7edacdb29e3f03465c3b03</field>
        <field name="checksumAlgorithm">MD5</field>
        <field name="sid">2</field>
        <field name="mimetype">text/plain</field>
        </element>
      2. <element name="bitstream">
        <field name="name">license_text</field>
        <field name="originalName">license_text</field>
        <field name="format" />
        <field name="size">19796</field>
        <field name="url">https://e-archivo.uc3m.es/bitstream/10016/5949/3/license_text</field>
        <field name="checksum">fdfcda7eda6bbee2685363ca76182053</field>
        <field name="checksumAlgorithm">MD5</field>
        <field name="sid">3</field>
        <field name="mimetype" />
        </element>
      3. <element name="bitstream">
        <field name="name">license_rdf</field>
        <field name="originalName">license_rdf</field>
        <field name="format" />
        <field name="size">12170</field>
        <field name="url">https://e-archivo.uc3m.es/bitstream/10016/5949/4/license_rdf</field>
        <field name="checksum">28c18d8d50ea5f68c8c3d89546d38e8d</field>
        <field name="checksumAlgorithm">MD5</field>
        <field name="sid">4</field>
        <field name="mimetype" />
        </element>
      </element>
    </element>
  3. <element name="bundle">
    1. <field name="name">LICENSE</field>
    2. <element name="bitstreams">
      1. <element name="bitstream">
        <field name="name">license.txt</field>
        <field name="originalName">license.txt</field>
        <field name="format">text/plain</field>
        <field name="size">4265</field>
        <field name="url">https://e-archivo.uc3m.es/bitstream/10016/5949/5/license.txt</field>
        <field name="checksum">a2c50cb21b1896f602afec3d40919825</field>
        <field name="checksumAlgorithm">MD5</field>
        <field name="sid">5</field>
        <field name="mimetype">text/plain</field>
        </element>
      </element>
    </element>
  4. <element name="bundle">
    1. <field name="name">TEXT</field>
    2. <element name="bitstreams">
      1. <element name="bitstream">
        <field name="name">wb097407.pdf.txt</field>
        <field name="originalName">wb097407.pdf.txt</field>
        <field name="description">Extracted text</field>
        <field name="format">text/plain</field>
        <field name="size">66662</field>
        <field name="url">https://e-archivo.uc3m.es/bitstream/10016/5949/6/wb097407.pdf.txt</field>
        <field name="checksum">f39bc69befc57c8f9fd1562f085767f1</field>
        <field name="checksumAlgorithm">MD5</field>
        <field name="sid">6</field>
        <field name="mimetype">text/plain</field>
        </element>
      </element>
    </element>
  </element>
3. <element name="others">
  1. <field name="handle">10016/5949</field>
  2. <field name="identifier">oai:e-archivo.uc3m.es:10016/5949</field>
  3. <field name="lastModifyDate">2022-01-27 02:34:50.998</field>
  </element>
4. <element name="repository">
  1. <field name="name">e-Archivo</field>
  2. <field name="mail">e-archivo@listserv.uc3m.es</field>
  </element>
5. <element name="license">
  1. <field name="bin">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</field>
  </element>
</metadata>