This study aims to contribute to the advancement of knowledge in the consumer psychology
of tourism by carrying out an exploration of the cognitive and affective psychological …

The service concept plays a key role in service design and development. But while the term
is used frequently in the service design and new service development literature, surprisingly …

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 …

Many service interactions require customers to actively participate, yet customers often do
not participate at levels that optimize their outcomes, particularly in health care. To gain …

The objective of this study was to empirically test a model of relationships among service
quality, satisfaction and selected behavioural outcomes. Particular attention was paid to …

In today's highly competitive healthcare environment, hospitals increasingly realise the need
to focus on service quality as a means to improve their competitive position. Customer …

Purpose–Emotional responses to complaint experiences have received limited research
interest. The current paper seeks to address this gap by considering the role of perceived …

The aim of this research is to better understand the consumer satisfaction process within the
framework of a sporting event. The literature reveals two different ways of introducing affect …

We extended past research on the display of positive emotions within customer service
settings by focusing on customer traits. Adopting an emotional contagion perspective, we …

This longitudinal study proposes a conceptual model of sports tourism customer experience
in the context of a mountain-biking extreme sport camp. Customer experience is …