Satisfaction and positive emotions: A comparison of the influence of hotel guests’ beliefs and attitudes on their satisfaction and emotions
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DOI: 10.1016/j.ijhm.2018.06.013
Abstract: Abstract This research provides a comparative study of two comprehensive servicescape models to explore the underlying influence of various hotel elements on guests’ satisfaction with, and emotional responses to, their hotel stays. Based on the… read more here.
Keywords: hotel; satisfaction emotions; beliefs attitudes; satisfaction positive ... See more keywords
Interaction of normative and predictive expectations in customer satisfaction and emotions
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DOI: 10.1057/s41270-020-00078-4
Abstract: There is a dearth of systematic analysis of role of normative and predictive expectations in generating customer outcomes. The goal of the present empirical study is to establish how interaction of two types of expectations… read more here.
Keywords: satisfaction; normative predictive; predictive expectations; customer ... See more keywords