Providing excellent customer service is therapeutic : insights from an implicit association neuromarketing study

• Main Authors: Calvert, Gemma Anne, Pathak, Abhishek, Lim, Elison Ai Ching, Trufil, Geraldine, Fulcher, Eamon Philip
• Other Authors: Nanyang Business School
• Format: Article
• Language: English
• Published: 2020
• Subjects: Business::Marketing::Customer services; Customer Service; Employee Retention
• Online Access: https://hdl.handle.net/10356/142121
• Institution: Nanyang Technological University

This paper reports the results of a combined biometric and implicit affective priming study of the emotional consequences of being the provider or receiver of either positive or negative customer service experiences. The study was conducted in two stages. Study 1 captured the moment-by-moment implic...