Customers' emotional reactions as significant predictors towards excellent customer service experiences / Anizah Zainuddin and Shereen Noranee

• Auteurs principaux: Zainuddin, Anizah (Auteur), Noranee, Shereen (Auteur)
• Format: Livre
• Publié: Faculty of Business and Management and UiTM Press Universiti Teknologi MARA, Malaysia., 2017-06.
• Sujets: Article; PeerReviewed
• Accès en ligne: Link Metadata

This study examines the role of customers‟ emotional reactions in the context of customer service experiences. It investigates how retail banking customers‟ emotional responses to retail banking services to affect their overall banking experience. In the context of retail banking, excellent customer...