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Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research
Our paper challenges several notions regarding emotion's role and their influence on the customer experience (hereafter CX). Based on our analysis, we develop the following five propositions to advance our understanding of emotions' role in customer experience research. First, we argue tha...
| Autores principales: | , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Elsevier Ltd.
2020
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| Materias: | |
| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7397940/ http://dx.doi.org/10.1016/j.jretconser.2020.102218 |