Over the last three decades, customer experience (CE) has developed from a burgeoning
concept to a widely recognized phenomenon in terms of both research and practice. To …

The relation between emotion and rationality is assessed by reviewing empirical findings
from multiple disciplines. Two types of emotional phenomena are examined—incidental …

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 …

Electronic commerce has grown rapidly in recent years. However, surveys of online
customers continue to indicate that many remain unsatisfied with their online purchase …

Delays in service are becoming increasingly common; yet their effects on service
evaluations are relatively unknown. The author presents a model of the wait experience …

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 …

Purpose–Previous research on the relationship between service environments and
customer emotions and service outcomes has focused on the physical environment. Among …

Music is so ubiquitous that it can be easy to overlook the powerful influence it exerts in so
many areas of our lives-from birth, through childhood, to old age. The Social and Applied …

When designing their products, companies try to employ shapes that are both emotionally
appealing and compatible with the brand's image. One way to accomplish these aims is to …

A review of the extant literature reveals that the theoretical underpinnings of the majority of
loyalty program research rest on psychological mechanisms from three specific domains …