Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
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DOI: 10.1016/j.jbusres.2016.10.014
Abstract: This paper investigates the relative effects of customer positive versus negative emotions on satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center customers identify emotions and appraisals related to the customer… read more here.
Keywords: emotions satisfaction; negative emotions; satisfaction loyalty; customer ... See more keywords