What Are These Strange Things Called Emotions? An Analysis of Service Interactions in the Funeral Industry: Issues, Implications, and Future Research Directions

Q3 Business, Management and Accounting

Services Marketing Quarterly Pub Date : 2021-10-17 DOI:10.1080/15332969.2021.1987611

Bernard Korai, C. Ouellet, J. Cloutier

引用次数: 0

Abstract

Abstract The role played by emotions in funeral services, as in unwanted services in general, is still largely unexplored in the literature. While no theoretical attempt has been made yet to shed light on the dyadic and processual emotional relationship occurring in a service of this nature, a narrative literature review has been conducted from a multidisciplinary corpus. The analysis is designed to present both sides of this relationship, e.g., the perspective of the consumer as well as that of the service provider. Research avenues are developed to deepen the understanding of emotions in the consumer-organizational relationship specific to funeral services.

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这些奇怪的东西叫情绪是什么？殡葬行业服务互动分析：问题、启示和未来研究方向

情感在葬礼服务中所扮演的角色，就像在一般不受欢迎的服务中一样，在文学中仍然很大程度上未被探索。虽然还没有理论尝试来阐明在这种性质的服务中发生的二元和过程情感关系，但已经从多学科语料库中进行了叙述文献综述。分析的目的是呈现这种关系的两个方面，例如，消费者的观点以及服务提供者的观点。研究途径的发展，以加深对情感的理解在消费者组织关系具体到葬礼服务。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Services Marketing Quarterly Business, Management and Accounting-Business, Management and Accounting (miscellaneous)

CiteScore

2.40

自引率

0.00%

发文量

期刊介绍： Services Marketing Quarterly is directed at academicians and practitioners who are involved in the development and application of services marketing concepts to the wide spectrum of industries that constitute the service sector of economies. The journal presents both theoretical and empirical articles including experimental and pilot studies addressing various issues faced by service marketers to enhance the development of the marketing literature in the application of marketing concepts to services. Areas of emphasis include: Service characteristics changes. Servicescape impacts. Service delivery impacts. Services impact on organizational image. Digital service environments and impacts. Evolution of services over time and by industry. Contributions are encouraged which include analysis of existing practice, methods and programs; application of new ideas and methods; and research on various aspects of services marketing. Each manuscript should include the marketing implications of the impact of the findings on services marketing theory and/or practice. Services Marketing Quarterly also welcome proposals for special issues.