SUMAN, . (2011) CONSUMERS EMOTIONS IN SERVICE CONTEXT AN EXPLORATORY STUDY. S1 thesis, UAJY.
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Abstract
The interaction between expectations and actual product performance produce either satisfaction or dissatisfaction. However, there does not appear to be merely a direct relationship between the level of expectations and the level of satisfaction. This study aims to explore consumer emotions in both positive and negative service experiences. As a result, using the critical incident technique, this study identifies and classifies the different types of emotions perceived by the end-users based on their own personal critical experiences in the past, both positive and negative, regarding the service encounters.
| Item Type: | Thesis (S1) |
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| Uncontrolled Keywords: | Consumers’ Emotions, Service Industry, Consumers’ Post-purchase behaviors, Positive and Negative Service Experiences |
| Subjects: | Business Management > International Marketing |
| Divisions: | Fakultas Ekonomi > Manajemen Internasional |
| Depositing User: | Editor UAJY |
| Date Deposited: | 21 May 2013 11:57 |
| Last Modified: | 21 May 2013 11:57 |
| URI: | http://e-journal.uajy.ac.id/id/eprint/1587 |
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