...Lloyd Harris; Rebekah Russell‐Bennett; Kate L. Daunt Olf   Brafman and Rom   Brafman . Sway: The Irresistible Pull of Irrational Behaviour . Doubleday , 2009 . © Emerald Group Publishing Limited 2010 --> Service Psychology Behaviour Overall, the book...

...” emotions and consumer complaining behavior was established through correlation analysis. Research limitations/implications The respondents were studying at a private institution in Switzerland, and as such, the socio‐economic background of the respondents may not be representative of education...

... provider. © Emerald Group Publishing Limited 2004 Consumer psychology Behaviour Health services An executive summary for managers and executive readers can be found at the end of this article The objective of this research is to evaluate the impact of healthcare consumers...