... the PRISMA process. Additionally, the study uses the theory-context-characteristics-methodology (TCCM) framework and proposes a conceptual framework leveraging cognitive appraisal (CA) and conservation of resource (COR) theories. Findings The resulting framework reveals how CA and emotion relate to AI...

... or negatively valenced.” Emotional states of customers can originate prior to the actual service encounter in anticipation of the services to be received, i.e. the context in which the service encounter takes place is a priori emotionally charged. Tourism, weddings and recreational services are usually pre...