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

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Author Info

  • Claeys, Christel

    ()
    (Hogeschool-Universiteit Brussel (HUB))

  • Roozen, Irene

    ()
    (Hogeschool-Universiteit Brussel (HUB))

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    Abstract

    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 results show that both components explain satisfaction, recommendation and loyalty of the customers, however the impact differs according to the context of the experience. A negative functional experience is significantly more sanctioned for services whereas a positive emotional experience is significantly more rewarded for hedonic experiences. We also find that for services destructive emotions are significantly more present in case of a negative functional experience. In the context of hedonic experiences, a positive emotional experience evokes significantly more promotional emotions.

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    Bibliographic Info

    Paper provided by Hogeschool-Universiteit Brussel, Faculteit Economie en Management in its series Working Papers with number 2012/02.

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    Length: 16 page
    Date of creation: Jan 2012
    Date of revision:
    Handle: RePEc:hub:wpecon:201202

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    Web page: http://research.hubrussel.be
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    Related research

    Keywords: customer experiences; services; customer satisfaction; emotions;

    This paper has been announced in the following NEP Reports:

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