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Emotionen in der Kundenerlebnisforschung erforschen, gebunden von Budzanowska -...-
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eBay-Artikelnr.:357454804357
Artikelmerkmale
- Artikelzustand
- Book Title
- Exploring Emotions in Customer Experience Research
- ISBN
- 9781035344352
Über dieses Produkt
Product Identifiers
Publisher
Elgar Publishing, Incorporated, Edward
ISBN-10
1035344351
ISBN-13
9781035344352
eBay Product ID (ePID)
6075660482
Product Key Features
Number of Pages
202 Pages
Publication Name
Exploring Emotions in Customer Experience Research
Language
English
Subject
Marketing / General, Consumer Behavior, Emotions
Publication Year
2025
Type
Textbook
Subject Area
Business & Economics, Psychology
Series
New Horizons in Marketing Ser.
Format
Hardcover
Dimensions
Item Length
9.2 in
Item Width
6.1 in
Additional Product Features
Intended Audience
Scholarly & Professional
Reviews
'Marketing research often oversimplifies emotions--positive means desirable, negative should be avoided. But the real world lacks clear-cut phenomena and emotions are messy, layered, and full of contradictions. The brilliance of this book lies in its out-of-the-box perspective. It challenges the traditional, binary view of emotions in consumer research, demonstrating the necessity to embrace emodiversity and examine mixed emotions. It also shows the difficulties and costs of doing so. A must-read for anyone studying customer experience!', 'This book covers a timely marketing topic and it provides an excellent overview of the emotions that people experience during their customer journey. The two measurement approaches presented - self-report and neuroscience - are well explained, include insightful case studies, and provide hands-on guidance for marketing researchers and practitioners seeking to manage consumer emotions.'
Dewey Edition
23
Dewey Decimal
658.812
Table Of Content
ContentsPreface Introduction to Exploring Emotions in Customer ExperienceResearch PART I HOLISTIC CUSTOMER EXPERIENCE: FROMDESIGN TO MANAGEMENTIntroduction 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 INCUSTOMER EXPERIENCE RESEARCHIntroduction to Part II 4 Emotions in customer experience research: from valence tomixed emotions 5 Approaches to measuring emotions in customer experienceresearch 6 Challenges of measuring mixed emotions in customerexperience researchPART III MEASURING EMOTIONS IN A HOLISTICCUSTOMER EXPERIENCE: SELF-REPORTAPPROACH Introduction to Part III 7 Exploring emotions in a holistic customer experience: a casestudy of aesthetic medicine and plastic surgery consumers 788 Extending the Customer Experience Scale to includeemotions: empirical evidence 9 Measuring customer emotions in a holistic experiencethrough self-reporting: theoretical issues and practicalrecommendations PART IV RECOGNISING EMOTIONS IN A HOLISTICCUSTOMER EXPERIENCE: CONSUMERNEUROSCIENCE APPROACHIntroduction to Part IV10 Exploring customer experience in real time: a case study ofspa service consumers (health tourists) 11 Recognising mixed emotions of spa service consumers(health tourists) using FaceReader 12 Recognising and measuring consumer emotions during theexperience: theoretical issues and recommendations for action 134Conclusion References Appendices
Synopsis
This thought-provoking book examines the role of emotions in customer experience research. Malgorzata 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.
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- c***m (429)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufAAA+++; Excellent Service; Great Pricing; Fast Delivery-Faster Than Expected to Hawaii using free shipping USPS Ground Mail, Received 06/18; Paperback book in Great Condition as Described ; TLC Packaging; Excellent Seller Communication, Sends updates . Highly Recommended!, Thank you very much!
- n***m (110)- Bewertung vom Käufer.Letzter MonatBestätigter KaufGood price for the book. Shipping was slow. Messaged the seller a week after I ordered it to see when they were going to ship it. They responded immediately and said it would be shipped out soon. Got it about a week later. Book did arrive in the date range that they provided though  Minimal packaging. Book is Shrink wrapped and only wrapped in thin plastic. No bubble wrap. Book is in good shape though. 
- c***t (923)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufThe book I bought was reasonably priced and when it arrived it was in the 'Like New' condition specified in the listing. However, when I saw that the seller had not shipped the book after more than 15 days had passed since my order I felt I must write to say that I had actually placed an order with the seller and inquire when it planned to send the book. The brusque reply was that a tracking number was available, but no number HAD been created until I pointed out that I had placed the order.Catland by Hughes, Kathryn, Like New Used, Free shipping in the US (Nr. 356798982438)
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Great Book Prices Store
96,8% positive Bewertungen•1,4 Mio. Artikel verkauft
Angemeldet als gewerblicher Verkäufer
Verkäuferbewertungen (387.277)
- c***m (429)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufAAA+++; Excellent Service; Great Pricing; Fast Delivery-Faster Than Expected to Hawaii using free shipping USPS Ground Mail, Received 06/18; Paperback book in Great Condition as Described ; TLC Packaging; Excellent Seller Communication, Sends updates . Highly Recommended!, Thank you very much!
- n***m (110)- Bewertung vom Käufer.Letzter MonatBestätigter KaufGood price for the book. Shipping was slow. Messaged the seller a week after I ordered it to see when they were going to ship it. They responded immediately and said it would be shipped out soon. Got it about a week later. Book did arrive in the date range that they provided though  Minimal packaging. Book is Shrink wrapped and only wrapped in thin plastic. No bubble wrap. Book is in good shape though. 
- c***t (923)- Bewertung vom Käufer.Letzte 6 MonateBestätigter KaufThe book I bought was reasonably priced and when it arrived it was in the 'Like New' condition specified in the listing. However, when I saw that the seller had not shipped the book after more than 15 days had passed since my order I felt I must write to say that I had actually placed an order with the seller and inquire when it planned to send the book. The brusque reply was that a tracking number was available, but no number HAD been created until I pointed out that I had placed the order.Catland by Hughes, Kathryn, Like New Used, Free shipping in the US (Nr. 356798982438)