Relationship between the components of product/service quality and the customers’ emotions and satisfaction
The purpose of this paper is to study the links between quality and consumers’ emotions and eventually with their satisfaction. There is mounting evidence that, while quality evaluation may be strictly cognitive, satisfaction gauges customers’ emotions towards the product/service provider’s performa...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
OmniaScience
2008-12-01
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| Series: | Journal of Industrial Engineering and Management |
| Online Access: | http://www.jiem.org/index.php/jiem/article/view/12 |