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| Author: | White, C. J. |
| Title: | The impact of emotions on service quality, satisfaction and positive word-of-mouth intentions over time |
| Journal: | Journal of Marketing Management
2010 : MAY, VOL 26:5-6, p. 381-394 |
| Index terms: | emotions consumer satisfaction service quality |
| Freeterms: | word-of-mouth |
| Language: | eng |
| Abstract: | The purpose of this paper is to investigate how emotions affect customer satisfaction, service quality and positive word-of-mouth intentions. The data for the study was collected from undergraduate students, in the form of a questionnaire. Factor analysis indicates that emotions indeed influence the before mentioned variables and that there are two emotion dimensions that have a direct effect on all of the dependent variables. However, different emotion dimensions were found to affect satisfaction and positive word-of-mouth intentions at different stages of the service encounter. |
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