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The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers

Citations

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Cited by:

  1. Rather, Raouf Ahmad & Hollebeek, Linda D., 2021. "Customers’ service-related engagement, experience, and behavioral intent: Moderating role of age," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  2. Liu, Qixuan & Ma, Ning & Zhang, Xiaoyi, 2025. "Can AI-virtual anchors replace human internet celebrities for live streaming sales of products? An emotion theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 82(C).
  3. Chih-Yuan Chou & Wen-Jing Chen, 2025. "Exploring the messenger effect on consumer emotions and attitudes: Promoting socially responsible practices in the cosmetics sector," Electronic Markets, Springer;IIM University of St. Gallen, vol. 35(1), pages 1-12, December.
  4. Untung Rahardja & Claudia Teresa Sigalingging & Panca O. Hadi Putra & Achmad Nizar Hidayanto & Kongkiti Phusavat, 2023. "The Impact of Mobile Payment Application Design and Performance Attributes on Consumer Emotions and Continuance Intention," SAGE Open, , vol. 13(1), pages 21582440231, March.
  5. Paramita, Widya & Chan Nhu, Huynh Ba & Ngo, Liem Viet & Minh Tran, Quan Ha & Gregory, Gary, 2021. "Brand experience and consumers' social interactive engagement with brand page: An integrated-marketing perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
  6. Anne-Madeleine Kranzbühler & Alfred Zerres & Mirella H. P. Kleijnen & Peeter W. J. Verlegh, 2020. "Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters," Journal of the Academy of Marketing Science, Springer, vol. 48(3), pages 478-498, May.
  7. De Cleen, Thomas & Baecke, Philippe & Goedertier, Frank, 2025. "The influence of emotions and communication style on customer satisfaction and recommendation in a call center context: An NLP-based analysis," Journal of Business Research, Elsevier, vol. 189(C).
  8. Nguyen, Nguyen-Hong & Nguyen, Luan-Thanh, 2023. "The impact of online shopping motivation on customer loyalty in Mobile Applications," MPRA Paper 119657, University Library of Munich, Germany, revised 02 Jan 2024.
  9. Junyi Lu & Yuan Liu & Song Shen & Hui Ren, 2024. "Exploration of a method for insight into accessibility design flaws based on touch dynamics," Humanities and Social Sciences Communications, Palgrave Macmillan, vol. 11(1), pages 1-13, December.
  10. Pekovic, Sanja & Rolland, Sylvie, 2020. "Recipes for achieving customer loyalty: A qualitative comparative analysis of the dimensions of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
  11. Dalilis Escobar Rivera & Marti Casadesús Fa & Paulo Alexandre Costa Araújo Sampaio & Alexandra Simon Villar, 2019. "Exploring the Role of Service Delivery in Remarkable Tourism Experiences," Sustainability, MDPI, vol. 11(5), pages 1-19, March.
  12. Enrique Marinao-Artigas & Karla Barajas-Portas & Leslier Valenzuela-Fernandez, 2025. "Antecedents of business tourist loyalty: the moderating role of familiarity and emotional and cognitive experiences," Review of Managerial Science, Springer, vol. 19(11), pages 3297-3331, November.
  13. Huifeng Pan & Hong-Youl Ha, 2021. "An Empirical Test of Brand Love and Brand Loyalty for Restaurants during the COVID-19 Era: A Moderated Moderation Approach," Sustainability, MDPI, vol. 13(17), pages 1-18, September.
  14. Yeneneh Tamirat Negash & Massoud Moslehpour & Pei-Kuan Lin & Shao-Chun Chiu & Yung-Yen Liu, 2021. "Mapping Generation Y Tourists’ E-Loyalty: A Sustainable Framework through Hierarchical Structure and Fuzzy Set Theory," Sustainability, MDPI, vol. 13(9), pages 1-22, April.
  15. Yao, Xintong & Xi, Yipeng, 2024. "Pathways linking expectations for AI chatbots to loyalty: A moderated mediation analysis," Technology in Society, Elsevier, vol. 78(C).
  16. Mehdi Khademi Gerashi & Farbod Fakhreddin, 2021. "Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 298-310, December.
  17. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
  18. Hyewon Youn & Jialong Li & Tian Hai, 2025. "The Effects of Multiple Authenticity Dimensions on Dining Intentions in Ethnic Restaurant," SAGE Open, , vol. 15(1), pages 21582440251, March.
  19. Stadler Blank, Ashley & Loveland, Katherine E. & Houghton, David M., 2021. "Game changing innovation or bad beat? How sports betting can reduce fan engagement," Journal of Business Research, Elsevier, vol. 134(C), pages 365-374.
  20. Tyrväinen, Olli & Karjaluoto, Heikki & Saarijärvi, Hannu, 2020. "Personalization and hedonic motivation in creating customer experiences and loyalty in omnichannel retail," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  21. Rui Chen & Haolan Yan, 2023. "Effects of Knowledge Anxiety and Cognitive Processing Bias on Brand Avoidance during COVID-19: The Mediating Role of Attachment Anxiety and Herd Mentality," Sustainability, MDPI, vol. 15(8), pages 1-20, April.
  22. Rana Muhammad Sohail Jafar & Wasim Ahmad & Yi Chen, 2024. "Metaverse in Human Behavior: The Role of Telepresence and Flow Experience on Consumers’ Shopping Behavior in the Metaverse," SAGE Open, , vol. 14(2), pages 21582440241, June.
  23. Niros, Meletios & Giannakis, Damian & Niros, Angelica, 2022. "Digital marketing effects on customer repurchase intentions following the pandemic. A strategic marketing analysis of customer equity dimensions," MPRA Paper 114331, University Library of Munich, Germany.
  24. Dibb, Sally & Merendino, Alessandro & Aslam, Hussan & Appleyard, Lindsey & Brambley, William, 2021. "Whose rationality? Muddling through the messy emotional reality of financial decision-making," Journal of Business Research, Elsevier, vol. 131(C), pages 826-838.
  25. Cheng, Zhendong & Fan, Wenfang & Shao, Bingjia & Jia, Wenli & Zhang, Yong, 2024. "The impact of intelligent customer service agents’ initial response on consumers’ continuous interaction intention," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  26. Rambabu Lavuri & Umair Akram & Zubair Akram, 2023. "RETRACTED: Exploring the sustainable consumption behavior in emerging countries: The role of pro‐environmental self‐identity, attitude, and environmental protection emotion," Business Strategy and the Environment, Wiley Blackwell, vol. 32(8), pages 5174-5186, December.
  27. Silva, Joaquim & Sá, Elisabete Sampaio & Escadas, Marco & Carvalho, Joana, 2021. "The influence of ambient scent on the passengers’ experience, emotions and behavioral intentions: An experimental study in a Public Bus service," Transport Policy, Elsevier, vol. 106(C), pages 88-98.
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