Customers’ emotions in real time: measuring affective responses to service and relationship quality at the reception desk

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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...

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Bibliographic Details
Main Authors:	Nordhorn, C., Scuttari, A., Pechlaner, Harald
Format:	Journal Article
Published:	Emerald Group Publishing Ltd. 2018
Online Access:	http://hdl.handle.net/20.500.11937/72748

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