The purpose of this paper is to study the links between quality and consumers' emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers' emotions towards the product/service provider's...

The purpose of this paper is to study the links between quality and consumers' emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers' emotions towards the product/service provider's...

Purpose: The purpose of this study is to investigate the range of explanations for why wine club members defect and move on. Design/methodology/approach: This quantitative research study uses data from US wine consumers, gathered through an online survey of 399 former wine club members who had...