In past years, a considerable amount of researches have been dedicated to emotion and its role in service marketing. Several researchers believe that the emotion is the key variable in understanding the customer experience and its subsequent behavior. The aim of this study is to investigate the influence of social environment, physical environment and service quality on customers' positive and negative emotions and then the influence of customer emotions on his post-purchase behavior.The research method is applied in terms of purpose and descriptive-quantitative in terms of nature. The statistical population of this study is the clients of 5 star hotels in Tehran. Data collection tool was a questionnaire. 350 questionnaires were collected...
© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to explore customers’ emot...
Service failure is inevitable, leading to the provision of a recovery method by companies to overcom...
Previous research shows some links between customers’ perceptions of their service experience in hot...
This study examined the impact of emotion on customer service and service output deals. The main obj...
This research study aims at understanding the role of the customers' emotion towards a certain produ...
The overall aim of this thesis is to contribute to deepening and extending our understanding and kno...
The overall aim of this thesis is to contribute to deepening and extending our understanding and kno...
The overall aim of this thesis is to contribute to deepening and extending our understanding and kno...
This article advances our understanding of the influence of affect in consumers ’ responses to brief...
This article advances our understanding of the influence of affect in consumers’ responses to brief,...
Focusing on positive service encounters, this study examined the relationships among employee behavi...
Purpose – The purpose of this study was to investigate the service recovery experience in the luxur...
Consumers experience a broad range of emotions, both simultaneously and successively while interacti...
Positive emotions about consumption are known to improve consumer satisfaction, whereas negative emo...
This study examines the role of customer emotions in the context of service failure and recovery enc...
© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to explore customers’ emot...
Service failure is inevitable, leading to the provision of a recovery method by companies to overcom...
Previous research shows some links between customers’ perceptions of their service experience in hot...
This study examined the impact of emotion on customer service and service output deals. The main obj...
This research study aims at understanding the role of the customers' emotion towards a certain produ...
The overall aim of this thesis is to contribute to deepening and extending our understanding and kno...
The overall aim of this thesis is to contribute to deepening and extending our understanding and kno...
The overall aim of this thesis is to contribute to deepening and extending our understanding and kno...
This article advances our understanding of the influence of affect in consumers ’ responses to brief...
This article advances our understanding of the influence of affect in consumers’ responses to brief,...
Focusing on positive service encounters, this study examined the relationships among employee behavi...
Purpose – The purpose of this study was to investigate the service recovery experience in the luxur...
Consumers experience a broad range of emotions, both simultaneously and successively while interacti...
Positive emotions about consumption are known to improve consumer satisfaction, whereas negative emo...
This study examines the role of customer emotions in the context of service failure and recovery enc...
© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to explore customers’ emot...
Service failure is inevitable, leading to the provision of a recovery method by companies to overcom...
Previous research shows some links between customers’ perceptions of their service experience in hot...