This paper explores the benefits of measuring emotions and their dynamic nature during the customer experience with neurophysiological measures. In this study, emotions are measured during a service interaction (with self-service technology or a human employee) going through a series of touchpoints, including a service failure. We show that creating a loyalty card with the help of a service employee or self-service technology did not impact customers’ perceived service satisfaction and their behavioral intentions. This paper demonstrates that neurophysiological measures such as Galvanic Skin Response might be better equipped to unveil the dynamic nature of emotions (e.g., arousal) during the customer experience and that valence measured by ...
Success of new products isn’t defined only in terms of utilitarian benefits and performances, but in...
Application of psychophysiological measurement tools in user experience studies is continuously grow...
Purpose This paper aims to stimulate the discussion in the fields of hospitality, tourism and leisur...
This paper explores the benefits of measuring emotions and their dynamic nature during the customer ...
This paper explores the benefits of measuring emotions and their dynamic nature during the customer ...
In the digital age, retailers compete through various sales channels, both online and offline, with ...
Customer emotion in services has been extensively studied, but prior research has overlooked the dyn...
Customer emotion in services has been extensively studied, but prior research has overlooked the dyn...
To remain relevant in the current business environment, companies need to ensure that their customer...
This research-in-progress explores measurement of affective responses to visual stimuli by two metho...
Abstract in EnglishTo remain relevant in the current business environment, companies need to ensure ...
This research-in-progress explores measurement of affective responses to visual stimuli by two metho...
Neuromarketing is the application of neuroscience that built the understanding of consumer preferenc...
Neuromarketing is the application of neuroscience that built the understanding of consumer preferenc...
Success of new products isn’t defined only in terms of utilitarian benefits and performances, but in...
Success of new products isn’t defined only in terms of utilitarian benefits and performances, but in...
Application of psychophysiological measurement tools in user experience studies is continuously grow...
Purpose This paper aims to stimulate the discussion in the fields of hospitality, tourism and leisur...
This paper explores the benefits of measuring emotions and their dynamic nature during the customer ...
This paper explores the benefits of measuring emotions and their dynamic nature during the customer ...
In the digital age, retailers compete through various sales channels, both online and offline, with ...
Customer emotion in services has been extensively studied, but prior research has overlooked the dyn...
Customer emotion in services has been extensively studied, but prior research has overlooked the dyn...
To remain relevant in the current business environment, companies need to ensure that their customer...
This research-in-progress explores measurement of affective responses to visual stimuli by two metho...
Abstract in EnglishTo remain relevant in the current business environment, companies need to ensure ...
This research-in-progress explores measurement of affective responses to visual stimuli by two metho...
Neuromarketing is the application of neuroscience that built the understanding of consumer preferenc...
Neuromarketing is the application of neuroscience that built the understanding of consumer preferenc...
Success of new products isn’t defined only in terms of utilitarian benefits and performances, but in...
Success of new products isn’t defined only in terms of utilitarian benefits and performances, but in...
Application of psychophysiological measurement tools in user experience studies is continuously grow...
Purpose This paper aims to stimulate the discussion in the fields of hospitality, tourism and leisur...