Customers’ emotions in real time: measuring affective responses to service and relationship quality at the reception desk
© 2018, Emerald Publishing Limited. Purpose: The purpose of this paper is to explore customers’ emotions during a host–guest interaction at the reception desk of a hotel. Guests’ emotional responses are analyzed in real time to understand their link to behavior and levels of service and relationship...
| Main Authors: | , , |
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| Format: | Journal Article |
| Published: |
Emerald Group Publishing Ltd.
2018
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| Online Access: | http://hdl.handle.net/20.500.11937/72748 |