Feeling Loyal? The Impacts of Affective Customer Experiences on Business

Keywords

affective; arousal; emotions; hedonic; intensity

Abstract

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.

Publication Date

1-1-2017

Number of Pages

249-250

Document Type

Article

Language

English

Source Title

International Journal of Business and Economics

Volume

16

Issue

3

College

Rosen College of Hospitality Management

This document is currently not available for download.



Share

COinS