Concepedia

Customer Emotion Analysis

Customer Emotion Analysis is a systematic analytical method within customer experience analytics that identifies, interprets, and evaluates emotional states expressed by customers through multimodal data to assess their subjective responses to products, services, or interactions.

194

Publications

12.7K

Citations

520

Authors

302

Institutions

Publications per year

2017–2026

106

Variants

Customer Emotional Analysis

Parents

Publications

194

The Role of Emotions in Service Encounters

Anna S. Mattila, Cathy A. Enz · Journal of Service Research · 2002 · 791 citations

, , +16

Describing and Measuring Emotional Response to Shopping Experience

Karen A. Machleit, Sevgin Eroğlu · Journal of Business Research · 2000 · 415 citations

, , +14

RESEARCH NOTES. BUSY STORES AND DEMANDING CUSTOMERS: HOW DO THEY AFFECT THE DISPLAY OF POSITIVE EMOTION?

Anat Rafaeli, Robert I. Sutton · Academy of Management Journal · 1990 · 312 citations

, , +14

Ensuring greater satisfaction by engineering salesperson response to customer emotions

Kalyani Menon, Laurette Dubé · Journal of Retailing · 2000 · 290 citations

, , +13

The influence of service environments on customer emotion and service outcomes

Jiun‐Sheng Chris Lin, Haw‐Yi Liang · Managing Service Quality · 2011 · 277 citations

, , +15

1–5 of 194

Authors

520

  1. AR
    Anat Rafaeli

    Technion – Israel Institute of Technology, Israel

    7 publications · 637 citations

    7

    h-index

  2. JR
    Janet R. McColl‐Kennedy

    The University of Queensland, Australia

    4 publications · 461 citations

    4

    h-index

  3. SA
    Shelly Ashtar

    Technion – Israel Institute of Technology, Israel

    4 publications · 107 citations

    4

    h-index

  4. HH
    Heesup Han

    Sejong University, South Korea

    3 publications · 320 citations

    3

    h-index

  5. MN
    Mitsuo Nagamachi

    Hiroshima University, Japan

    3 publications · 175 citations

    3

    h-index

1–5 of 520

Institutions

302

  1. The University of Queensland

    Brisbane, Australia

    6 h-index

    8 publications

    582 citations

  2. Technion – Israel Institute of Technology

    Haifa, Israel

    5 h-index

    18 publications

    526 citations

  3. Karlstad University

    Karlstad, Sweden

    5 h-index

    8 publications

    318 citations

  4. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    4 h-index

    8 publications

    508 citations

  5. Plant & Food Research

    Auckland, New Zealand

    3 h-index

    9 publications

    796 citations

  6. Universiti Teknologi MARA

    Shah Alam, Malaysia

    3 h-index

    5 publications

    116 citations

  7. Griffith University

    Brisbane, Australia

    3 h-index

    5 publications

    282 citations

  8. McGill University

    Montreal, Canada

    3 h-index

    3 publications

    532 citations

1–8 of 302

Venues

  1. Journal of Service Research

    JSR · 8 publications · 1.4K citations

    8

    h-index

  2. Journal of Business Research

    JBR · 7 publications · 941 citations

    7

    h-index

  3. Journal of Retailing and Consumer Services

    5 publications · 575 citations

    5

    h-index

  4. Frontiers in Psychology

    4 publications · 77 citations

    4

    h-index

  5. Journal of Services Marketing

    4 publications · 245 citations

    4

    h-index

1–5