The Role of Emotional Service Expectation Toward Perceived Quality and Satisfaction: Moderating Effects of Deep Acting and Surface Acting

A conceptual model articulating the nature of customer expectations and satisfaction over services was proposed with emotional factors. Five propositions about consumer emotional service expectations as a primary antecedent toward confirmation, perceived quality, and satisfaction were provided. As m...

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Detalles Bibliográficos
Autores principales: Jeong, Ji Youn, Park, Jungkun, Hyun, Hyowon
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2019
Materias:
Psychology
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6422916/
https://www.ncbi.nlm.nih.gov/pubmed/30914984
http://dx.doi.org/10.3389/fpsyg.2019.00321

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC6422916/
https://www.ncbi.nlm.nih.gov/pubmed/30914984
http://dx.doi.org/10.3389/fpsyg.2019.00321

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