Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context

Journal of Business Research

Volumn 71, Issue , 2017, Pages 84-91

  Rychalski, Aude ^a   Hudson, Sarah ^b  

^a UNIVERSITÉ BOURGOGNE FRANCHE COMTÉ   (France)

^b RENNES SCHOOL OF BUSINESS   (France)

Author keywords

Call center; Delight theory; Emotions; Loyalty; Prospect theory; Satisfaction

Indexed keywords

EID: 84996565604     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2016.10.014     Document Type: Article

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