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Keywords: Service expectations
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2020) 34 (7): 1013–1024.
Published: 01 June 2020
... Limited 2020 Emerald Publishing Limited Licensed re-use rights only Customer experience Word-of-mouth Qualitative research Emotion Social media Configural analysis fsQCA Anticipated emotion Affect evaluation Perceived quality Shark reef Service expectations Word of mouth eWOM...
Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2019) 33 (5): 521–531.
Published: 05 July 2019
... Customer reviews e-WOM Marketing decision-making Service expectations Esther L. Kim can be contacted at: kime23@unlv.nevada.edu H2. Participants will evaluate a restaurant more favorably with a positive prototype versus a negative prototype when the full set of reviews...
