Theoretical models suggest that gratitude is linked to increased prosociality. To date,
however, there is a lack of a comprehensive quantitative synthesis of results to support this …

Full article: Emotions in service research: evolutionary analysis and empirical review Skip to
Main Content Taylor and Francis Online homepage Browse Search Publish Login | Register …

To date, the literature offers multiple suggestions for how to recover from service failures,
albeit without explicitly addressing customers' negative, high-arousal states evoked by the …

Purpose In the modern era, brand authenticity is one of the most powerful positioning
strategies for sustainable business growth. This study investigated the impacts of perceived …

This study aims to investigate the direction of harm and the role of service recovery
strategies on customer positive (ie, forgiveness) and negative (ie, word-of-mouth) intentions …

Product failures often lead consumers to engage in vindictive behaviors. Dissatisfied
consumers can easily share their negative product/service experiences with others online …

Purpose The purpose of this paper is to combine the evolving fields of customer delight and
positive psychology to investigate a broader conceptualization of customer delight …

Purpose This study explores the influence of employee empathy on brand love, which
subsequently affects customer advocacy, willingness to pay more (WTPM) and tolerance of …

Frontline employee behaviors can elicit gratitude, allowing service providers to reap benefits
including positive word of mouth. However, research has begun to suggest some behaviors …

In this multi-study paper, we integrate Social Exchange Theory and the discretionary
workplace behavior literature. Specifically, we posit that by breaching their psychological …