... role of warm emotions in connecting green services to satisfaction and customer loyalty. Third, it investigates a set of amplifiers of warm emotions. These are the green tendencies of the consumer and perceived motives for adopting environmentally friendly practices. Design/methodology/approach...

... and overall satisfaction, customer trust and customer loyalty. Furthermore, the research assesses the mediating effect of overall satisfaction and customer trust on customer loyalty. Design/methodology/approach Data were collected via an airport intercept survey of Malaysia Airlines passengers who had...

...Carla Ruiz-Mafe; Jose Tronch; Silvia Sanz-Blas Purpose The purpose of this paper is to analyse the role of emotions and social influences on loyalty formation towards online travel communities. Design/methodology/approach The individual (perceived risk) and social (subjective norm and social...

...Berta Tubillejas Andrés; Amparo Cervera-Taulet; Haydee Calderón García Purpose The purpose of this paper is to determine the role played by the social servicescape and positive emotions in the post-use in terms of response – satisfaction, perceived value and consumer loyalty – in hedonic services...

...Fazlul K. Rabbanee; Oksana Burford; B. Ramaseshan Purpose – Employees in community pharmacies play a far significant and distinct role compared to the employees in traditional retail stores. The purpose of this paper is to examine the effects of employee performance (EP) on customer loyalty...

...Hong-Youl Ha; Hee-Young Son Purpose – The purpose of this paper is to examine how product usage satisfaction mediates the link between two types of perceived risk and loyalty intentions, and investigate the three moderating effects (overall satisfaction of provider, switching costs, and remaining...

... encounter, which service providers can deal with to their competitive advantage. © Emerald Group Publishing Limited 2013 Consumer behaviour Consumer psychology Affective psychology Pre‐consumption mood Emotion Loyalty Emotional branding Taiwan Service experiences and customer...

...Kathryn Whymark This paper investigates how companies are managing their relationships with customers and employees. It shows that loyalty to both groups is shifting. While most companies are claiming that their staff are their most valuable resource the enclosed research findings reveal...

...Jay Kandampully Argues that, effectively, customers will give as good as they get. Puts forward the arguments why this should be the case, and why the main catalyst ‐ ever keener competition ‐ has made it so. Suggests that there is no disagreement that customer loyalty is the goal, but claims...

... of the customers “much more than just satisfied”. Concludes that customer loyalty cannot be measured by customer satisfaction alone and provides key questions for the company to ask when auditing a customer loyalty programme. © MCB UP Limited 1995 Customer satisfaction Loyalty Quality Customer...