Do emotional and functional customer experiences influence customer satisfaction, recommendation and loyalty?

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Claeys, Christel; Roozen, Irene;
(2012)
  • Subject: customer experiences, services, customer satisfaction, emotions

This paper investigates whether both the functional and the emotional component of customer experiences contribute to customer satisfaction, recommendation and loyalty. The research is conducted in two different contexts: hedonic experiences and services. The research r... View more
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