The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time
By Christopher J. White. 2010
123 citations recorded by the source corpus.
Subfields: Marketing, Organizational Behavior and Human Resource Management, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/0a8bd176d841f6d1b57b3913f8e4f5e66e8c5f2f
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In Marketing
In Organizational Behavior and Human Resource Management
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Citations in the corpus
- The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, background): “White (2010, p. 391) has thus suggested that “more research is necessary to understand the impact of emotions over time … Longitudinal studies that focus on actual customer behavior, as well as intentions, are needed to progress knowledge in this area.””
- Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2017, background): “Ensuring customer satisfaction and loyalty in the service industry is paramount for long-term corporate profits and success (Rust & Chung, 2006;White, 2010).”
- Festivals as agents for behaviour change: A study of food festival engagement and subsequent food choices (2015, background): “Although participation at an event or festival may arouse a range of positive and negative emotions, which are described as being ‘memorable’ and ‘long lasting’, relatively little research has been undertaken into how these emotions and perceptions of satisfaction change with the passage of time (Mi”