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"Touching" services : tangible objects create an emotional connection to services even before their first use

Nägele, Nora; Walter, Benjamin von; Scharfenberger, Philipp - In: Business research 13 (2020) 2, pp. 741-766

, mugs, or fashion articles. Drawing on research about embodied cognition, this paper investigates how and under which …

Persistent link: https://ebvufind01.dmz1.zbw.eu/10012295833

Service brand relationship quality : hot or cold?

Nyffenegger, Bettina; Krohmer, Harley; Hoyer, Wayne D.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 90-106

Persistent link: https://ebvufind01.dmz1.zbw.eu/10010483436

Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery : an ethnocultural analysis

Gohary, Ali; Hamzelu, Bahman; Pourazizi, Lida; Hanzaee, … - In: Journal of retailing and consumer services 31 (2016), pp. 182-198

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011528630

Cognitive and affective constituents of the consumption experience in retail service settings : effects on store loyalty

Alan, Alev Kocak; Kabadayi, Ebru Tumer; Yılmaz, Çengiz - In: Service business 10 (2016) 4, pp. 715-735

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011722421

Delighted or satisfied? : positive emotional responses derived from theme park experiences

Ma, Jianyu; Scott, Noel; Gao, Jun; Ding, Peiyi - In: Journal of travel and tourism marketing 34 (2017) 1/3, pp. 1-19

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011669945

The road to customer loyalty paved with service customization

Bock, Dora E.; Magnus, Stephanie M.; Folse, Judith Anne … - In: Journal of business research : JBR 69 (2016) 10, pp. 3923-3932

Persistent link: https://ebvufind01.dmz1.zbw.eu/10011553788

Determinants of holistic passenger experience in public transportation : scale development and validation

Ittamalla, Rajesh; Kumar, Daruri Venkata Srinivas - In: Journal of retailing and consumer services 61 (2021), pp. 1-10

Persistent link: https://ebvufind01.dmz1.zbw.eu/10012581906

Encouraging Consumer Use of Hospital Quality Information : Both Cognitive and Emotional Appeals Contribute

Funderburk, Frank - 2011

Background This qualitative study explores consumers’ knowledge, perceptions, and reported propensity to use hospital quality information and proposes a communication strategy aimed at supporting the use of a prototypical decision-support tool for choosing a hospital. Methods Eight focus...

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014181173

Users taking the blame? : how service failure, recovery, and robot design affect user attributions and retention

Meyer, Nika; Schwede, Melanie; Hammerschmidt, Maik; … - In: Electronic markets : EM ; the international journal of … 32 (2022) 4, pp. 2491-2505

Persistent link: https://ebvufind01.dmz1.zbw.eu/10013556744

There's not much to tell : the impact of emotional resilience on negative word-of-mouth following service failure

Lteif, Lama; Rubin, Dan; Ball, Joan P.; Lamberton, Cait - In: Psychology & marketing 40 (2023) 9, pp. 1808-1820

Persistent link: https://ebvufind01.dmz1.zbw.eu/10014338326