The role of surprise in satisfaction judgements
作者： J Vanhamme , Hmjj Dirk Snelders
DOI:
关键词: Psychology 、 Single product 、 Process (engineering) 、 Product (category theory) 、 Surprise 、 Social psychology 、 Arousal 、 Service (business) 、 Consumer satisfaction
摘要: … Second, the surprise reaction allows for a strong focus on a single product or service aspect. This … Although this work does not provide definitive empirical support, it does indicate that …
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