) experiences with trading a company’s stock on shareowner-customers’ emotions and subsequent customer attitudes and behavior …. Design/methodology/approach – A conceptual framework that links selling a stock for a loss (or gain), emotions, and customer … induce negative emotions which in turn result in lower satisfaction and behavioral loyalty as well as in increased propensity …

-giving behaviour after failed service interactions and (b) the mediating role of negative emotions. The results show that in service … situations, negative emotions fully mediate the relationship between customer empathy and eWoM-behaviour. In addition, empathetic …