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The interplay of cognitions and emotions in building services customers retention

16 citations0/0 files storedAdvances in business marketing & purchasing/Advances in business marketing and purchasing

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Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Service and Product Innovation

Abstract

Main present models of services on customer loyalty leave little room to emotions; the present paper: 1. (1) Shows a comprehensive picture of the main cognitive components of loyalty. 2. (2) Proposes a model of the impact of emotions (mainly pleasure and arousal) on cognitive components. 3. (3) Proposes a paradigm to explain the effects of arousal on pleasure, which, in turn, affects consumers' loyalty.

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1980A circumplex model of affect.1996The Behavioral Consequences of Service Quality 1992Measuring Service Quality: A Reexamination and Extension 1985An attributional theory of achievement motivation and emotion.1994Work and/or Fun: Measuring Hedonic and Utilitarian Shopping Value 2010Satisfaction: a behavioral perspective on the consumer 1991Effects of Price, Brand, and Store Information on Buyers' Product Evaluations 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.

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2003How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study 2025Workplace micro-aggressions and affective consequences: the moderating role of emotional contagion

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