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Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions
16 references·8 citing·44 second hop
Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions (2006)Towards an Understanding of the Relations…Handbook of Social Cognition (2014)Handbook of Social CognitionThe Role of Emotions in Service Encounters (2002)The Role of Emotions in Servi…The contribution of emotional satisfaction to consumer loyalty (2001)The contribution of emotional…Mood and emotions while working: missing pieces of job satisfaction? (2000)Mood and emotions while worki…The Role of Emotions in Marketing (1999)The Role of Emotions in Marke…On the relationship between store image, store satisfaction and store loyalty (1998)On the relationship between s…Customer loyalty and complex services (1998)Customer loyalty and complex …Emotions in service satisfaction (1997)Emotions in service satisfact…The complex relationship between consumer satisfaction and brand loyalty (1995)The complex relationship betw…Mood and judgment: The affect infusion model (AIM). (1995)Mood and judgment: The affect…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions (1993)A Dynamic Process Model of Se…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Advances in Consumer Research (1992)Advances in Consumer ResearchMood States and Consumer Behavior: A Critical Review (1985)Mood States and Consumer Beha…Human Emotions (1977)Human EmotionsMaximising sales and fostering brand attachment: the power of great expectations in the Australian cellar door experience (2025)Maximising sales and fosterin…Emotions in service research: evolutionary analysis and empirical review (2022)Emotions in service research:…The effects of mood and personality type on service quality perception and customer satisfaction (2019)The effects of mood and perso…Improving relationship quality during the crisis (2018)Improving relationship qualit…Emotional timescapes: the temporal perspective and consumption emotions in services (2015)Emotional timescapes: the tem…Service climate and employee service performance: exploring the moderating role of job stress and organizational identification (2011)Service climate and employee …Uma Abordagem Relacional ao Valor da Marca (2010)Uma Abordagem Relacional ao V…The Effects of Induced Mood on Preference Reversals and Bidding Behavior in Experimental Auction Valuation (2010)The Effects of Induced Mood o…Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Alternative Ways of Assessing Model Fit (1992)The concept of perceived value: a systematic review of the research (2007)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)How does corporate social responsibility contribute to firm financial performance? The mediating role of competitive advantage, reputation, and customer satisfaction (2014)The Principles of Psychology (1891)Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)A circumplex model of affect. (1980)The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption (2000)Customer engagement: the construct, antecedents, and consequences (2016)Understanding Customer Experience Throughout the Customer Journey (2016)A Paradigm for Developing Better Measures of Marketing Constructs (1979)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Central and Peripheral Routes to Advertising Effectiveness: The Moderating Role of Involvement (1983)Measuring Consumer Involvement Profiles (1985)The evolution and future of national customer satisfaction index models (2001)Relationship quality as a predictor of B2B customer loyalty (2006)The measurement and antecedents of affective, continuance and normative commitment to the organization (1990)Customer Loyalty: Toward an Integrated Conceptual Framework (1994)Tourism image, evaluation variables and after purchase behaviour: inter-relationship (2001)Examining the structural relationships of destination image, tourist satisfaction and destination loyalty: An integrated approach (2007)Specification Tests in Econometrics (1978)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)The Psychology of Interpersonal Relations. (1958)The case for motivated reasoning. (1990)ATTITUDES AND ATTITUDE CHANGE (1997)Attitude Change: Persuasion and Social Influence (2000)SERVICE WITH A SMILE: EMOTIONAL CONTAGION IN THE SERVICE ENCOUNTER. (2001)THE PSYCHOLOGY OF PERSONAL CONSTRUCTS (2010)Choosing the Right Words (1995)Helping Crisis Managers Protect Reputational Assets (2002)Building Understanding of the Domain of Consumer Vulnerability (2005)What good are positive emotions in crisis? A prospective study of resilience and emotions following the terrorist attacks on the United States on September 11th, 2001. (2003)Healthy and Unhealthy Emotion Regulation: Personality Processes, Individual Differences, and Life Span Development (2004)Does positive affect influence health? (2005)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)
this work references cited by second hop

References

  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 1995Mood and judgment: The affect infusion model (AIM).3,469 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions3,422 cited
  • 1999The Role of Emotions in Marketing3,295 cited
  • 1977Human Emotions2,868 cited
  • 1992Advances in Consumer Research2,863 cited
  • 1993A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions1,518 cited
  • 1998Customer loyalty and complex services1,271 cited
  • 1998On the relationship between store image, store satisfaction and store loyalty1,157 cited
  • 1995The complex relationship between consumer satisfaction and brand loyalty1,064 cited
  • 1985Mood States and Consumer Behavior: A Critical Review1,046 cited
  • 2014Handbook of Social Cognition927 cited
  • 2002The Role of Emotions in Service Encounters810 cited
  • 1997Emotions in service satisfaction655 cited
  • 2001The contribution of emotional satisfaction to consumer loyalty647 cited
  • 2000Mood and emotions while working: missing pieces of job satisfaction?

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628 cited

Cited by

  • 2015Emotional timescapes: the temporal perspective and consumption emotions in services50 cited
  • 2011Service climate and employee service performance: exploring the moderating role of job stress and organizational identification45 cited
  • 2019The effects of mood and personality type on service quality perception and customer satisfaction34 cited
  • 2022Emotions in service research: evolutionary analysis and empirical review34 cited
  • 2010Uma Abordagem Relacional ao Valor da Marca33 cited
  • 2018Improving relationship quality during the crisis31 cited
  • 2010The Effects of Induced Mood on Preference Reversals and Bidding Behavior in Experimental Auction Valuation3 cited
  • 2025Maximising sales and fostering brand attachment: the power of great expectations in the Australian cellar door experience0 cited