E10 - Emotions in customer experiences
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Description
In this podcast, Anders Gustafsson interviews Dr. Anne Kranzbuhler (https://www.tudelft.nl/io/over-io/personen/kranzbuehler-a-m) about her work on emotions in customer experiences. The interview is based on Kranzbühler, A. M., Zerres, A., Kleijnen, M. H., & Verlegh, P. W. (2020). Beyond valence: a meta-analysis of discrete emotions in firm-customer encounters. Journal of the Academy of Marketing Science, 48(3), 478-498.
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