The antecedents and consequences of customer emotions in collective hedonic services: An exploratory study

Ng, H. M. S. and Dagger, T. S. (2006). The antecedents and consequences of customer emotions in collective hedonic services: An exploratory study. In: Y. Ali and M. van Dessel, Australian & New Zealand Marketing Academy Conference: Advancing Theory, Maintaining Relevance. Australian & New Zealand Marketing Academy Conference, Brisbane, Australia, (1-10). 4-6 December 2006.


Author Ng, H. M. S.
Dagger, T. S.
Title of paper The antecedents and consequences of customer emotions in collective hedonic services: An exploratory study
Conference name Australian & New Zealand Marketing Academy Conference
Conference location Brisbane, Australia
Conference dates 4-6 December 2006
Proceedings title Australian & New Zealand Marketing Academy Conference: Advancing Theory, Maintaining Relevance
Place of Publication Brisbane, Australia
Publisher Queensland University of Technology
Publication Year 2006
Sub-type Fully published paper
ISBN 978-1-74107-159-7
1 74107 159 3
Editor Y. Ali
M. van Dessel
Start page 1
End page 10
Total pages 10
Collection year 2006
Language eng
Abstract/Summary The investigation of the antecedents that influence positive and negative customer emotions and how these emotions influence service outcomes has not been studied in the context of collective hedonic services. In addition, the possibility of moderating effects has not been explored. This paper reports the findings of a qualitative exploratory study that sought to understand the antecedents and consequences of customer emotions in the context of collective hedonic services. This study involved five focus group interviews of customers that attended sporting, performing arts and popular concert events. The findings have important implications for managers and for managing the service process of collective hedonic services.
Subjects E1
350204 Marketing and Market Research
720401 Marketing
Q-Index Code E1

 
Versions
Version Filter Type
Citation counts: Google Scholar Search Google Scholar
Created: Thu, 23 Aug 2007, 22:37:12 EST