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Emotions and stability in telecom‐customer relationships
16 references·5 citing·48 second hop
Emotions and stability in telecom‐customer relationships (2009)Emotions and stability in telecom‐custome…The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention (2005)The Effects of Customer Satis…Emotions in consumer behavior: a hierarchical approach (2004)Emotions in consumer behavior…Evolving to a New Dominant Logic for Marketing (2003)Evolving to a New Dominant Lo…The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments (2002)The Effect of Customers' Emot…The contribution of emotional satisfaction to consumer loyalty (2001)The contribution of emotional…Understanding the Customer Base of Service Providers: An Examination of the Differences between Switchers and Stayers (2000)Understanding the Customer Ba…A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction (1998)A Dynamic Model of the Durati…Measuring Emotions in the Consumption Experience (1997)Measuring Emotions in the Con…Emotions in service satisfaction (1997)Emotions in service satisfact…Customer delight: Foundations, findings, and managerial insight (1997)Customer delight: Foundations…The nature of customer relationships in services (1995)The nature of customer relati…Affect and consumer behavior (1991)Affect and consumer behaviorMood States and Consumer Behavior: A Critical Review (1985)Mood States and Consumer Beha…Emotion: A Psychoevolutionary Synthesis (1980)Emotion: A Psychoevolutionary…Human Emotions (1977)Human EmotionsAn approach to environmental psychology (1974)An approach to environmental …How do customers navigate perceived inappropriateness of collective emotion in group service recovery? An application of cognitive dissonance theory (2022)How do customers navigate per…Assessing the role of emotions in B2B decision making: an exploratory study (2018)Assessing the role of emotion…Applying FCM to predict the behaviour of loyal customers in the mobile telecommunications industry (2018)Applying FCM to predict the b…Does relationship quality matter in service relationships? (2013)Does relationship quality mat…A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF) (2011)A SOS construct of negative e…Significance tests and goodness of fit in the analysis of covariance structures. (1980)Development and validation of brief measures of positive and negative affect: The PANAS scales. 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References

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437 cited
  • 1991Affect and consumer behavior424 cited
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    • 2011A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)32 cited
    • 2018Applying FCM to predict the behaviour of loyal customers in the mobile telecommunications industry25 cited
    • 2022How do customers navigate perceived inappropriateness of collective emotion in group service recovery? An application of cognitive dissonance theory23 cited