CONSUMERS EMOTIONS IN SERVICE CONTEXT AN EXPLORATORY STUDY

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)
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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