Emotional prototypes, emotional memory usages, and customer satisfaction

In this study, we investigated the positive and negative emotion concepts in the prototype perspective and then tested them on customer satisfaction. By studying 612 customers in luxury restaurants, we found that two levels of customer emotions (i.e. positive and negative emotions) as a super-ordina...

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Bibliographische Detailangaben

Veröffentlicht in:	The Service industries journal 2017-06, Vol.37 (7-8), p.494-520
Hauptverfasser:	Akgün, Ali E., Keskin, Halit, Koçak Alan, Alev
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer emotion Customer satisfaction emotional memory emotional prototype Emotions Restaurants Studies
Online-Zugang:	Volltext
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