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- W973251142 abstract "This study aims to explore the dynamic role of discrete emotions on customer loyalty intentions during an extended service encounter . Nine discrete emotions , happy, hopeful, positively surprised, angry, depressed, guilty, disappointed, regretful, and humiliated were selected, as these had been used in a similar context, and had demonstrated strong psychome tric properties. The predictive a bility of a small number of emotions increased significantly over time with p ositivel y surprised and regretful serving as the best predictors of customer loyal ty in time one, and again in time two, with the addition of hop eful. These emotions were found to be stable at different points of time and across the duration of the encounter and the managerial and research implications of these findings are discussed." @default.
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- W973251142 date "2007-01-01" @default.
- W973251142 modified "2023-10-18" @default.
- W973251142 title "The Dynamic Role of Emotions in Customer Loyalty" @default.
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