Feeling Loyal? The Impacts of Affective Customer Experiences on Business

Rouxelle de Villiers and Po-Ju Chen
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Rouxelle de Villiers: Waikato University, New Zealand
Po-Ju Chen: University of Central Florida, U.S.A.

International Journal of Business and Economics, 2017, vol. 16, issue 3, 249-250

Abstract: This sub-section focuses on affective (emotional) consumption experiences in service marketing. This customer experience affects not only the immediate valance and intensity of the experience, but also the consumers and employees sense of comfort, joy, and loyalty. Thus negative experiences can be costly to the firm in terms of lost clients, demotivated employees and reduced long-term business performance.

Keywords: affective; arousal; emotions; hedonic; intensity (search for similar items in EconPapers)
Date: 2017
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Persistent link: https://EconPapers.repec.org/RePEc:ijb:journl:v:16:y:2017:i:3:p:249-250

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