Emotions perceived by customers at service encounters to ensure loyalty in a long-term relationship: Preliminary theoretical review
DOI:
https://doi.org/10.29105/rinn13.25-7Keywords:
customers, emotions, service encounters, service loyaltyAbstract
Loyalty remains one of the main issues and concerns for researchers and practitioners. The relationship with satisfaction and service quality is evident, but in turn is still insufficient to achieve. This brings us to keep looking for other relationships and not just a behavioral, attitudinal and cognitive stage but from an emotional level and can achieve loyalty in those dimensions. Service encounters where the employee matches with the customer, is the time where they test all organizational intentions and where the customer receivesattention. It is at this point where research has emphasis.
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