Purpose–Consumption situations can be emotionally charged. Identifying the cause (s) of
emotions has clear practical import to the understanding of consumer behaviour. Cognitive …

Distinguishing between consumers' positive and negative affect is a popular approach in
both marketing research and practice, but such valence-based approaches sacrifice …

Since the COVID-19 pandemic has significantly increased the use of personal vehicles in
travel, adoption of self-driving autonomous vehicles can radically transform the travel …

Purpose–This research extends Mehrabian and Russell's Stimulus‐Organism‐Response
model to include both external (ie reputation) and internal source of information (ie website …

Our paper challenges several notions regarding emotion's role and their influence on the
customer experience (hereafter CX). Based on our analysis, we develop the following five …

The theorization of emotion receives considerable attention in contemporary tourism
literature. Remarkably, existing studies largely ignore the operationalization of emotion in …

Designed for advanced MBA and doctoral courses in Consumer Behavior and Customer
Satisfaction, this is the definitive text on the meaning, causes, and consequences of …

Purpose This study aims to gain an understanding of hotel experiences during the pandemic
by examining sentiments of guests posted online. Design/methodology/approach This paper …

A growing body of consumer research studies emotions evoked by marketing stimuli,
products and brands. Yet, there has been a wide divergence in the content and structure of …

This article investigates the specific experience of anger and dissatisfaction and their effects
on customers' behavioral responses to failed service encounters across industries. Study 1 …