... directional associations between service quality, SE, emotional satisfaction ( ES ) and outcomes (CL, CI and WOM ). Findings The results demonstrate that PSQ and SE significantly enhance ES, which strongly drives CL, CI and positive WOM . In addition, both CL and CI directly foster WOM...

...Manik Batra; Udita Taneja Purpose Emotions have been extensively studied in hedonic service sectors but not in utilitarian service sectors. This study aims to address this gap by examining how hospitals’ Servicescape influences the Emotional Satisfaction of their customers, their perception...