...Martina G. Gallarza; Berta Tubillejas-Andrés; Haydee Calderón-García; Jessica Stanton Purpose This study aims to explore mindfulness practice as a transformative service experience, examining its consumer value and its effects on satisfaction, quality-of-life and eudaimonic well-being. Design...

... boris.bartikowski@kedgebs.com 13 07 2025 07 10 2025 05 12 2025 24 12 2025 06 01 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Satisfaction Children Digital Service design Servicescape Conceptual...

...Jasmin Bergeron Purpose The purpose of this study is to empirically examine and compare the effects of bankers’ customer knowledge and product knowledge on client satisfaction, trust, positive word of mouth and purchase intentions in the financial services industry. Design/methodology/approach...

...Ioanna Anninou; Georgia Stavraki; Arne Floh Purpose This study aims to examine the moderating role of dimensions of brand authenticity (continuity, credibility, integrity and symbolism) in the relationship between evaluations of imperfect experiences and satisfaction within a service experience...

... of either the allowable quantity or assortment variety and examine effects on consumer perceptions of justice and satisfaction. Design/methodology/approach Three experiments are reported, including one manipulating the service design of an actual food pantry. Findings When consumers have low...

... how customers’ post-consumption evaluations of upgrades and downgrades [satisfaction(t−1) and perceived value_(t−1)] may moderate the relationship between upgrades/downgrades and future spending. Design/methodology/approach The predictions are tested using...

...Mariia Bordian; Irene Gil-Saura; Maja Šerić Purpose The service industry has been facing many challenges connected to sustainable practices and how they affect final consumers. This paper aims to explore the impact of value co-creation (VCC) on customer-based brand equity and satisfaction...

... of gender, age and education on the relationships proposed in the model may be an interesting extension. Moreover, this study does not distinguish different types of online retailers. This study highlights the significant effect of customer satisfaction with service recovery on e-WOM...

... found the effects of satisfaction on intercustomer support – the assistance received from other customers within a service setting – to be fully mediated by customer identification. The strength and direction of effects differed based on the type of identification. They also found an effect...

..., and consumer well-being in a Latin American supermarket context has not been addressed previously. Specifically, this study aims to understand if customer satisfaction with a supermarket experience in Chile leads to positive customer well-being. Additionally, it is examined if customer well-being influences...

.... mood-enhancing, cheap and hedonic). Drawing on the “small details have a big impact” – literature (Bolton et al., 2014 ; Schmitt, 2003), we tested the impact of offering dark chocolate for immediate consumption on service performance outcomes (satisfaction, return intentions, WOM...

...Suna La; Beomjoon Choi Purpose The purpose of this paper is to examine the relationships between perceived justice and perceived corporate social responsibility (CSR) and the impact of perceived justice and CSR perceptions on customers’ behavioral responses, such as satisfaction and repatronage...

... are identified: anticipation of information gathering activities and anticipation of the event. Post-experience assessment has two dimensions: satisfaction and pride in the building. Two post-experience associations are enthusiasm and inclusiveness. Anticipation of the event and enthusiasm, not expectations...

... Emerald Publishing Limited Licensed re-use rights only Satisfaction Service quality Well-being Customer participation Service outcomes Task-related affective well-being A key challenge facing service firms is encouraging customer participation in the process of creating value because...

...’ satisfaction in the emotionally charged situation of service recovery and also its direct and indirect effect on less studied outcomes, such as trust towards the service provider, as well as word-of-mouth and repurchase intention. Furthermore, given that previous studies either focused on a single setting...

... support) and analyzes how they influence attitudes and behavioral intentions toward CSNs (identification with the community, satisfaction and loyalty) and toward the host company (satisfaction and loyalty). A conceptual model is tested through a survey administered to members of a large grocery retailer...

... the avoidance strategy of mental disengagement. Finally, this research paper examines how these coping strategies to the mixed emotions of pride and guilt affect satisfaction with the service. Design/methodology/approach A series of hypotheses relating guilt, pride and the coping strategies of mental...

... Limited 2017 Emerald Publishing Limited Licensed re-use rights only This study contributes to existing literature by extending our understanding on the relationships between satisfaction, performance and behavioral intentions to a cross-buying scenario. We find that satisfaction...

... research into the intersection of these emerging streams of research. Design/methodology/approach This research contributes to theoretical and practical perspectives on customer experience and its measurement by integrating extant literature with customer commitment and customer satisfaction literature...

... evidence on consumer decision-making suggests that highly complex choice scenarios lead consumers to use simplistic decision heuristics, often resulting in suboptimal decision-making. This study aims to investigate the relationships among consumers’ primary information source, patient satisfaction...