... 2026 05 06 2026 06 06 2026 © 2026 Emerald Publishing Limited 2026 Emerald Publishing Limited Licensed re-use rights only Brand hate Service failure Service recovery Temporal dynamics Negative customer responses Emotion regulation emotion Brands Customer service...

...Hai-Bich Huy Bui; Nguyen-Hau Le Purpose In tourism services, there is often a time gap between when customers book a tour and when it starts. This study aims to examine the effects of customers’ preservice imagination on their future-oriented emotions and subsequently on dual service outcomes...

... wherein HBM captures perceived emotional health threats and motivators, TAM contextualizes technology acceptance and TTM structures the behavioral journey, making them especially relevant for EAI’s role in facilitating value co-creation in emotionally complex health-care contexts. EAI’s...

...-environment attitudes and behaviors (Taufique, 2022 ; Zelenski and Desrochers, 2021). In the context of ride-sharing, when consumers emotionally identify with the environmental value of ride-sharing, emotional fit occurs. Therefore, we propose the following hypothesis: H8. The environmental...

... these implicit measures can contribute to the services research discipline. Nanouk Verhulst can be contacted at: nanouk.verhulst@vub.be 30 10 2023 19 02 2024 26 02 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Emotion...

... in service firms are more negative compared to manufacturing firms. This is because consumers’ sense of presence (i.e. feeling of being there) is stronger in a service setting, leading to more intense empathetic emotions toward service employees. Originality/value This research contributes to the CSR...

... of two factors: L. Jean Harrison-Walker can be contacted at: walker@uhcl.edu 07 07 2023 17 11 2023 24 02 2024 25 02 2024 © Emerald Publishing Limited 2024 Emerald Publishing Limited Licensed re-use rights only Emotion Relationship marketing Higher...

... with disability were more disturbed by the environmental irritants, were more emotionally involved in the situation of visiting the mall and had stronger, more varied and more intense feelings of irritation in response to environmental irritants (i.e. greater high-activation unpleasant emotional responses...

... to the types of gift cards. This study examined the effect of gift card types (intangible experiences vs less intangible experience vs tangible goods) on a recipient’s willingness to spend more through emotions and perceived effort (Study 1) and on feeling of appreciation (Study 2). Gift card...

... Drawing on the stimulus–organism–response (S-O-R) framework, this study presents an original model examining the influence of environmental corporate social responsibility (CSR), luxury and service quality dimensions on consumer emotions that in turn influence consumer attitudes towards the shopping mall...

... for their potential moderating influence. Findings In comparison to appeals based on single emotions, fear mixed with the challenge has a significantly stronger impact on intentions to use credence services in at-risk gamblers. Findings confirm the indirect positive impact of fear mixed with the challenge via...

... Tenor and outcome of the sales meeting 1 Business services1/SP1 Emotionally facilitating Banking The SP reads customer emotional reactions well; she initiates affective reactions on the customer and demonstrates shared emotional stances, thus building an emotional connection. Participants...

...Jong-Hyeong Kim The results provide important insights into how to increase customers’ perceived service authenticity and positive emotions. This research is a pioneering effort to conceptualize a multiple-dimensional structure of the authenticity model and test its appropriateness...

... the positive effect on people more than inauthentic smiles do (Surakka and Hietanen, 1998). From an emotional contagion perspective, genuine smiles increase positive feelings and moods because of people’s tendency to converge emotionally during interpersonal interactions (Barger and Grandey, 2006...

... or resigned (Ardelt, 2005 ; Williams and Drolet, 2005 ; Ardelt and Edwards, 2016 ; Auer-Spath and Glück, 2019). Williams and Drolet (2005 , p. 344) report that wisdom helps elderly people to develop a more complex understanding of emotions; acknowledge their emotions; solve emotionally...

... on the final minutes with a customer; they affect the decision to return. Moreover, employees experience their work as emotionally exhaustive and, thus, have a need to unpack work-related emotions and issues afterwards – Share the facts and research findings that the most unforgettable experiences tend...

... the potential and obstacles related to adopting neuroscientific tools in service research. Service encounter Emotion Neuroscientific tools Neuroscientific tools (neuro-tools) and neuroscience theory have been successfully used in various domains closely related to service research (e.g. consumer...

... environment research that is broad in scope is provided. The authors also propose 41 different research questions based on the review that services scholars can use to take this area of inquiry forward. Emotion Atmospherics Servicescape Behavioral insight Some of the biggest service firms...

...Anjala S. Krishen; Orie Berezan; Shaurya Agarwal; Brian Robison Purpose This study aims to explore the anticipated emotions of consumers and their anticipated perceived quality (PQ) of an exhibit, event or service that they are waiting to attend. Design/methodology/approach The study consists...

... competencies in emotionally charged service encounters ”, Journal of Service Management , Vol. 28 No. 1 , pp. 85 - 106 . Delcourt , C. , Gremler , D.D. , van Riel , A.C.R. and van Birgelen , M.J.H. (2016), “ Employee emotional competence: construct conceptualization and validation...