Recent service research has paid increasing attention to the effect that emotions displayed by service employees have on customer hedonic well-being. However, fairly little is known about contextual
This research differentiates between social support received by experienced and novice service users at success and failure times of the service experience and examines their differential effects on
This study takes a look at critical incidents occurred in service encounters as experienced by the customers. This is done by analyzing word-of-mouth communications on a forum for public opinion
Although the role of emotions receives increasing attention in service research, hitherto literature has not focused on the construct of emotional contagion, which is understood as a customer’s
Prior research has documented a general positive relationship between the deployment of customer analytics and firm performance. In this research we focus on the retailing industry, an industry
