The role played by emotions in funeral services, as in unwanted services in general, is still
largely unexplored in the literature. While no theoretical attempt has been made yet to shed …

Purpose The purpose of this paper is to contribute to the service literature by investigating
post-consumption evaluation in the context of unwanted services. In particular, it intends to …

Service providers operate in a highly competitive, complex, and turbulent environment,
which strengthens the need to (a) look for new ways to differentiate their services, and (b) …

This article explores the conflict of commerce and care in funeral directing, from the
theoretical perspective of emotion management. Funeral directing literature often suggests …

This paper examines the interplay between emotions expressed by patients and their
families (consumers) and those expressed and recruited by physicians (service providers) in …

Purpose This research paper aims to contribute to the literature on emotions in the service
experience. The extant literature has extensively discussed how the service experience can …

This article advances our understanding of the influence of affect in consumers' responses to
brief, nonpersonal service encounters. This study contributes to the services marketing …

The article explores a session at the" Advances in Consumer Research" conference titled"
Sad, Glad, and Mad: The Revealing Role of Emotions in Consumer Rituals." Presentations …

Previous research on services has mainly focused on the cognitive aspects related to a
person's satisfaction in service encounter. Specifically, this line of research has traditionally …

This article addresses the significance of emotions in the consumption of services. There
has been little investigation of emotions in services. This study attempts a general …