...Gustavo Quiroga Souki; Alessandro Silva de Oliveira; Marco Túlio Correa Barcelos; Maria Manuela Martins Guerreiro; Júlio da Costa Mendes; Luiz Rodrigo Cunha Moura Purpose Hotels offer high-quality guest experiences to positively impact their emotions, satisfaction, perceived value, word-of-mouth...

...María Sicilia; M. Carmen Caro-Jiménez; Estela Fernández-Sabiote Purpose While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer...

... orientation, satisfaction, emotions and self-brand connection) and the relationship between customer engagement and customer loyalty in the retail-banking context. Design/methodology/approach A theoretical model of effects is tested using dyadic methodology, based on 225 dyads (bank branch manager–average...

... of the relationship between emotions and perceived value and between emotions and satisfaction. The analysis of the moderating effect of each concrete type of research shopping behavior indicated that negative emotions had a more intense negative effect on perceived value and satisfaction in the case of webrooming...