Customer emotions minute by minute : how guests experience different emotions within the same service environment

Edwin N. Torres, Wei Wei, Nan Hua, Po-Ju Chen

Year of publication:	2019
Authors:	Torres, Edwin N. ; Wei, Wei ; Hua, Nan ; Chen, Po-Ju
Published in:	International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 77.2019, p. 128-138
Subject:	Customer experience \| Customer emotions \| Affect \| Service encounter \| Theme park \| Moments of truth \| Emotion \| Konsumentenverhalten \| Consumer behaviour \| Beziehungsmarketing \| Relationship marketing \| Dienstleistungsqualität \| Service quality \| Kundenzufriedenheit \| Customer satisfaction \| Kundenservice \| Customer service \| Freizeitwirtschaft \| Leisure industries

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