Exploring emotions in customer experience research / Małgorzata Budzanowska-Drzewiecka (Associate Professor, Institute of Economics, Finance and Management, Jagiellonian University, Poland) and Adrian Lubowiecki-Vikuk (Associate Professor, Institute of Management, SGH Warsaw School of Economics, Poland).

Format:

Book

Author/Creator:

Budzanowska-Drzewiecka, Małgorzata, author.

Lubowiecki-Vikuk, Adrian, author.

Contributor:

Edward Elgar Publishing, publisher.

Language:

English

Subjects (All):

Customer services.

Consumer satisfaction.

Customer relations.

Genre:

Electronic books.

Physical Description:

1 online resource (202 pages)

Edition:

First edition.

Place of Publication:

Northampton : Edward Elgar Publishing, 2025.

Summary:

"This thought-provoking book examines the role of emotions in customer experience research. Małgorzata Budzanowska-Drzewiecka and Adrian Lubowiecki-Vikuk explore methods of capturing mixed emotional states throughout the consumer journey, covering core theoretical issues and providing much-needed practical guidance. Chapters present a variety of approaches to measuring emotions across all stages of the customer purchase experience. Drawing on in-depth case studies from various service environments, the authors critically analyse subjective and objective tools for recording emotions, including traditional questionnaires and self-report measures as well as neuroimaging techniques such as FaceReader software. They highlight key challenges facing researchers and propose innovative recommendations for future action, ultimately emphasising the importance of understanding client emotions for effective customer experience planning and management. Students and academics in business, management and marketing will greatly benefit from this comprehensive overview of the impact of emotions on consumer behaviour. It is also an invaluable resource for practitioners interested in measuring emotions when designing and managing a holistic customer experience"-- Provided by publisher.

Contents:

Contents: Preface

Introduction to exploring emotions in customer experience research

Part I: Holistic customer experience: From design to management

Introduction to Part I:

1. Holistic customer experience: A theoretical framework

2. Designing a holistic customer experience

3. Managing a holistic customer experience

Part II: The complex nature of emotions in customer experience research

Introduction to Part II:

4. Emotions in customer experience research: From valence to mixed emotions

5. Approaches to measuring emotions in customer experience research

6. Challenges of measuring mixed emotions in customer experience research

Part III: Measuring emotions in a holistic customer experience: Self-report approach

Introduction to Part III:

7. Exploring emotions in a holistic customer experience: A case study of aesthetic medicine and plastic surgery consumers

8. Extending the customer experience scale to include emotions: Empirical evidence

9. Measuring customer emotions in a holistic experience through self-reporting: Theoretical issues and practical recommendations

Part IV: Recognising emotions in a holistic customer experience: Consumer neuroscience approach

Introduction to Part IV:

10. Exploring customer experience in real time: A case study of spa service consumers (health tourists)

11. Recognising mixed emotions of spa service consumers (health tourists) using facereader

12. Recognising and measuring consumer emotions during the experience: Theoretical issues and recommendations for action

Conclusion

References

Appendices

Index.

Notes:

Includes bibliographical references and index.

Creative Commons Attribution - NonCommercial - NoDerivatives 4.0 International, CC BY-NC-ND 4.0, cc https://creativecommons.org/licenses/by-nc-nd/4.0/

Description based on print record.

ISBN:

9781035344369 (e-book)

Access Restriction:

Restricted for use by site license.