Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions

White, C 2006, 'Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions', The Service Industries Journal, vol. 26, no. 8, pp. 837-847.


Document type: Journal Article
Collection: Journal Articles

Title Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions
Author(s) White, C
Year 2006
Journal name The Service Industries Journal
Volume number 26
Issue number 8
Start page 837
End page 847
Total pages 11
Publisher Routledge
Abstract The purpose of this study was to explore the relationship between mood states, emotions, perceptions of service quality and consumer loyalty in an extended service context. A quantitative research design, using multivariate statistical techniques, facilitated the data analysis. The sample consisted of 220 students from a private university in Switzerland. The results indicated that all of the variables were significantly correlated and mood state was demonstrated to influence the way judgements were formed. The contribution of mood to explaining the variance in loyalty was however minimal.
Subject Marketing Measurement
DOI - identifier 10.1080/02642060601011624
ISSN 0264-2069
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