IEEE - Institute of Electrical and Electronics Engineers, Inc. - Impact of scenario-based customer process flow on customer emotion and loyalty

2008 IEEE International Conference on Service Operations and Logistics, and Informatics (SOLI)

Author(s): Yuexian Zhang ; Qinhai Ma
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 October 2008
Conference Location: Beijing, China
Conference Date: 12 October 2008
Volume: 1
Page(s): 29 - 34
ISBN (CD): 978-1-4244-2013-1
ISBN (Paper): 978-1-4244-2012-4
DOI: 10.1109/SOLI.2008.4686356
Regular:

This paper tries to explore the effect of customer process flow on customer emotion and loyalty by analysing three customer process flows of presenting fruits in restaurant service under the... View More

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