Customer emotion research in hospitality and tourism: conceptualization, measurements, antecedents and consequences
Purpose To clarify inconsistencies in the emotion elicitation process and to suggest avenues
for advancing emotion research, this study aims to conduct a systematic review of emotion …
for advancing emotion research, this study aims to conduct a systematic review of emotion …
The multiple effects of service innovation and quality on transitional and electronic word-of-mouth in predicting customer behaviour
WL Lee, CH Liu, TW Tseng - Journal of Retailing and Consumer Services, 2022 - Elsevier
In the service industry, word of mouth (WOM) has become an important indicator for
influencing customer behaviour and developing marketing strategies. The current study …
influencing customer behaviour and developing marketing strategies. The current study …
Attribution theory and negative emotions in tourism experiences
Existing tourist emotion studies are biased toward examining tourists' positive emotions due
to their positive influence on a range of post-consumption behaviors. Tourists' negative …
to their positive influence on a range of post-consumption behaviors. Tourists' negative …
Frontline employee anger in response to customer incivility: Antecedents and consequences
This study examines the antecedents and consequences of frontline employee (FLE) anger
evoked by customer incivility as well as the moderating effect of emotion regulation. The …
evoked by customer incivility as well as the moderating effect of emotion regulation. The …
Examining the influence of satisfaction and regret on online shoppers' post-purchase behaviour
Purpose The present research has used the expectancy–confirmation model along with the
regret theory to examine the influence of six e-retailers' characteristics and confirmation on …
regret theory to examine the influence of six e-retailers' characteristics and confirmation on …
High expectations: How tourists cope With disappointing vacation experiences
This study investigates how expectations, locus attribution and disappointment determine
coping behaviors when tourists encounter a negative vacation experience. Drawing upon …
coping behaviors when tourists encounter a negative vacation experience. Drawing upon …
How dissimilarity attributes at restaurants trigger negative emotions and associated behavioral intentions: the role of attribute performance
MS Sultana, X Niu, MS Hossain - Journal of Hospitality and Tourism …, 2023 - emerald.com
Purpose Consumers' perceptions of different aspects pertaining to servicescape and social
servicescape at restaurants have received little consideration in the hospitality literature. To …
servicescape at restaurants have received little consideration in the hospitality literature. To …
The BRAND tourism effect on loyal customer experiences in luxury hotel: The moderating role of psychological ownership
This study applies brand tourism effect to examine the loyal customers' different attitudinal
responses caused by two types of non-loyal customers (ie, brand immigrants and brand …
responses caused by two types of non-loyal customers (ie, brand immigrants and brand …
There's not much to tell: The impact of emotional resilience on negative word‐of‐mouth following service failure
Consumers routinely experience service failures in their daily lives. Research regarding
such service failures has primarily focused on characteristics of and actions taken by the …
such service failures has primarily focused on characteristics of and actions taken by the …
Consequences of customer dissatisfaction in upscale and budget hotels: Focusing on dissatisfied customers' attitude toward a hotel
It is important to understand customer dissatisfaction in order to maintain a sustainable
business, given that the negative effects of customer dissatisfaction in service businesses …
business, given that the negative effects of customer dissatisfaction in service businesses …