Towards an Understanding of the Relationship between Mood, Emotions, Service Quality and Customer Loyalty Intentions

Christopher J. White

The Service Industries Journal, 2006, vol. 26, issue 8, 837-847

Abstract: The purpose of this study was to explore the relationship between mood states, emotions, perceptions of service quality and consumer loyalty in an extended service context. A quantitative research design, using multivariate statistical techniques, facilitated the data analysis. The sample consisted of 220 students from a private university in Switzerland. The results indicated that all of the variables were significantly correlated and mood state was demonstrated to influence the way judgements were formed. The contribution of mood to explaining the variance in loyalty was however minimal.

Date: 2006
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:26:y:2006:i:8:p:837-847

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DOI: 10.1080/02642060601011624

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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