Calvo-Porral, Cristina; Otero-Prada, Luis-Miguel - In: International Journal of Quality and Service Sciences 13 (2021) 3, pp. 471-488
Purpose: Greater attention should be paid to the emotional aspects of the service experience. In this context, this paper aims to propose that emotions will have a different impact on customers’ complaint behavior and satisfaction depending on the hedonic or utilitarian nature of the service...
