The interplay of cognitions and emotions in building services customers retention

Main present models of services on customer loyalty leave little room to emotions; the present paper: 1. (1) Shows a comprehensive picture of the main cognitive components of loyalty. 2. (2) Proposes a model of the impact of emotions (mainly pleasure and arousal) on cognitive components. 3. (3) Proposes a paradigm to explain the effects of arousal on pleasure, which, in turn, affects consumers' loyalty.

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Year of publication:	2002
Authors:	Chebat, Jean-Charles
Subject:	Emotion \| Kognition \| Cognition \| Beziehungsmarketing \| Relationship marketing \| Konsumentenverhalten \| Consumer behaviour \| Kundenservice \| Customer service \| Kundenzufriedenheit \| Customer satisfaction

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Type of publication:	Article
Language:	English
Other identifiers:	10.1016/S1069-0964(02)11004-0 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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