TY  - CHAP
AB  - Main present models of services on customer loyalty leave little room to emotions; the present paper:1.
(1) Shows a comprehensive picture of the main cognitive components of loyalty.
2.
(2) Proposes a model of the impact of emotions (mainly pleasure and arousal) on cognitive components.
3.
(3) Proposes a paradigm to explain the effects of arousal on pleasure, which, in turn, affects consumers' loyalty.
VL  - 11
SN  - 978-1-84950-148-4, 978-0-76230-869-9/1069-0964
DO  - 10.1016/S1069-0964(02)11004-0
UR  - https://doi.org/10.1016/S1069-0964(02)11004-0
AU  - Chebat Jean-Charles
ED  - Arch G. Woodside
ED  - Ellen M. Moore
PY  - 2002
Y1  - 2002/01/01
TI  - The interplay of cognitions and emotions in building services customers retention
T2  - Essays by Distinguished Marketing Scholars of the Society for Marketing Advances
T3  - Advances in Business Marketing and Purchasing
PB  - Emerald Group Publishing Limited
SP  - 17
EP  - 56
Y2  - 2024/04/26
ER  -