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Cognitive and affective causes of consumer dissatisfaction with the hospitality encounter
Moliner Velázquez, Beatriz; Fuentes Blasco, María; … - In: Journal of hospitality marketing & management 18 (2009) 7, pp. 653-675
Persistent link: https://www.econbiz.de/10003893329
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Visitors' experience, mood and satisfaction in a heritage context: evidence from an interpretation center
Rojas, Carmen de; Camarero, Carmen - In: Tourism management : research, policies, practice 29 (2008) 3, pp. 525-537
Persistent link: https://www.econbiz.de/10003696198
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A model of consumer learning for service quality and usage
Iyengar, Raghuram; Ansari, Asim; Gupta, Sunil - In: Journal of marketing research : JMR 44 (2007) 4, pp. 529-544
Persistent link: https://www.econbiz.de/10003569454
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Customer rage : triggers, tipping points, and take-outs
Patterson, Paul G.; McColl-Kennedy, Janet R.; Smith, Amy K. - In: California management review 52 (2009/10) 1, pp. 6-28
Persistent link: https://www.econbiz.de/10003960175
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A comparative analysis of the ports of Incheon and Shanghai : the cognitive service quality of ports, customer satisfaction, and post-behaviour
Cho, Chul-ho; Kim, Byung-il; Hyŏn, Chae-hun - In: Total quality management & business excellence : an … 21 (2010) 9/10, pp. 919-930
Persistent link: https://www.econbiz.de/10008660477
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The influence of mall shopping environment and motives on shoppers' response : a conceptual model and empirical evidence
Akroush, Mamoun N.; Abu-ElSamen, Amjad A.; Jaradat, … - In: International journal of services and operations management 10 (2011) 2, pp. 168-198
Persistent link: https://www.econbiz.de/10009313090
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Self-service technology versus traditional service : examining cognitive factors In the purchase of the airline ticket
López-Bonilla, Jesús Manuel; López Bonilla, Luis Miguel - In: Journal of travel and tourism marketing 30 (2013) 5/6, pp. 497-508
Persistent link: https://www.econbiz.de/10010199555
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Dominance of affective over cognitive customer satisfaction in satisfaction-loyalty relationship in service encounters
Sinha, P. K.; Mishra, Hari Govind; Kaul, Surabhi - 2014
Persistent link: https://www.econbiz.de/10010337509
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Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery : an ethnocultural analysis
Gohary, Ali; Hamzelu, Bahman; Pourazizi, Lida; Hanzaee, … - In: Journal of retailing and consumer services 31 (2016), pp. 182-198
Persistent link: https://www.econbiz.de/10011528630
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Affect versus cognition in the chain from perceived quality to customer loyalty : the roles of product beliefs and experience
Frank, Björn; Torrico, Boris Herbas; Enkawa, Takao; … - In: Journal of retailing 90 (2014) 4, pp. 567-586
Persistent link: https://www.econbiz.de/10010473263