Waits, delays and psychological contracts

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