The impact of emotions on the service quality, satisfaction and positive word-of-mouth intentions: A longitudinal perspective

This article examines the impact of emotions on customer satisfaction, service quality, and positive word-of-mouth intention formation process over time. In the study, a confirmatory factor analysis supported a three-dimension model of emotions that then served as predictors in a series of multiple regressions. The findings indicate that two emotion dimensions had a consistent direct impact on all dependent variables in both time periods; however, the interaction effect between time periods and emotions revealed that different emotion dimensions influence satisfaction and word-of-mouth intentions at different stages of the service encounter