... Emerald Publishing Limited Licensed re-use rights only Aesthetics Servicescape Holistic model Consumer preference Aesthetics have been an important area of research in marketing for the past four decades. Interestingly, while marketing practitioners have recognized the need to consider...

... Shen can be contacted at: shena@newpaltz.edu © Emerald Group Publishing Limited 2014 Customer satisfaction Personalization Critical incidents Consumer preference Recommendation agent The critical incident technique is a qualitative research method that enables researchers...