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Keywords: Emotional service experience
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2017) 31 (6): 618–635.
Published: 24 October 2017
...Hamsanandini Umasuthan; Oun-Joung Park; Jong-Hyun Ryu Purpose The purpose of this study is to assess the comparative influence of two empathy dimensions (cognitive and emotional attributes) on emotional service experience and behavioral intention among business and leisure hotel guests. Studies...
