Hellén, Katarina; Sääksjärvi, Maria - In: International Journal of Quality and Service Sciences 3 (2011) 3, pp. 319-336
and unpleasant for customers, e.g. healthcare services. The authors set out to show that customers' happiness, here … conceptualized as a stable perception of happiness one has towards one's life, predicts how customers manage adverse services. Design … – The results show that happiness is indirectly linked, through mood, to perceived service quality, trust and service …