Feeling Loyal? The Impacts of Affective Customer Experiences on Business
affective; arousal; emotions; hedonic; intensity
This sub-section focuses on affective (emotional) consumption experiences in service marketing. This customer experience affects not only the immediate valance and intensity of the experience, but also the consumers and employees sense of comfort, joy, and loyalty. Thus negative experiences can be costly to the firm in terms of lost clients, demotivated employees and reduced long-term business performance.
Number of Pages
International Journal of Business and Economics
Rosen College of Hospitality Management
de Villiers, Rouxelle and Chen, Po-Ju, "Feeling Loyal? The Impacts of Affective Customer Experiences on Business" (2017). Faculty Scholarship and Creative Works. 679.