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Exploring a functional approach to attitudinal brand loyalty

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Heart versus mind : the functions of emotional and cognitive loyalty

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A tri-dimensional approach for auditing brand loyalty

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Employee/customer interface in a service crisis : impact of senior management attributes and practices on customer evaluation

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The role of emotional value for reading and giving eWOM in altruistic services

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Functionality, intentionality and morality

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The end of expressionism : a conditional approach to bounded emotionality in organizations / Claire E. Ashton-James -- Leveraging emotions in value management of brands and products / Leslie J. Harrington -- The intentional use of service recovery strategies to influence consumer emotion,...

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