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Keywords: Device type
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (1): 165–196.
Published: 22 August 2025
... different contexts affect satisfaction. Capturing user emotions via voice tone and speech content analysis, we show that both device type and usage context are crucial in shaping user emotions and satisfaction. Design/methodology/approach In three laboratory experiments (n1 = 97; n2...
