The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions

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• 作者：Riadh Ladhari ; ^{riadh.ladhari@fsa.ulaval.ca} ; Nizar Souiden ^{nizar.Souiden@fsa.ulava.ca} ; Bé ; atrice Dufour ^{beatrice.dufour.1@ulaval.ca}
• 关键词：Emotions ; Utilitarian service settings ; Service environment ; Behavioral intentions
• 刊名：Journal of Retailing and Consumer Services
• 出版年：2017
• 出版时间：January 2017
• 年：2017
• 卷：34
• 期：Complete
• 页码：10-18
• 全文大小：353 K
• 卷排序：34

文摘

Findings show the role of emotions in utilitarian service settings. Effect of perceived service quality on emotional satisfaction. Effect of perceived service environment on emotional satisfaction. Influence of emotional satisfaction on product quality perceptions. Influence of product quality perceptions and emotional satisfaction on behavioral intentions.