Blar i Publikasjoner fra CRIStin - BI på forfatter "Caruelle, Delphine Sylvie Sophie"
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EMOTIONAL AROUSAL IN CUSTOMER EXPERIENCE: A DYNAMIC VIEW
Caruelle, Delphine Sylvie Sophie; Shams, Poja; Gustafsson, Anders; Lervik-Olsen, Line (Journal article; Peer reviewed, 2023)Customer emotion in services has been extensively studied, but prior research has overlooked the dynamics of emotion over time. Our research addresses this gap by studying how emotional arousal varies throughout a service ...