Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
Aude Rychalski, Sarah Hudson
| Year of publication: |
February 2017
|
|---|---|
| Authors: | Rychalski, Aude ; Hudson, Sarah |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 71.2017, p. 84-91
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| Subject: | Delight theory | Prospect theory | Call-center | Emotions | Loyalty | Satisfaction | Emotion | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Prospect Theory |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jbusres.2016.10.014 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011622501