Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research

The Emerging Field of Emotion Regulation: An Integrative Review

James J. Gross · Review of General Psychology · 1998 · 9K citations

Social Sciences, Behavioral Sciences, Psychology +11

Satisfaction: a behavioral perspective on the consumer

Choice Reviews Online · 2010 · 6.1K citations

Business, Marketing, Psychology +17

Emotion Work, Feeling Rules, and Social Structure

Arlie Russell Hochschild · American Journal of Sociology · 1979 · 5.8K citations

Education, Psychology, Social Psychology +10

Servicescapes: The Impact of Physical Surroundings on Customers and Employees

Mary Jo Bitner · Journal of Marketing · 1992 · 5.2K citations

Business, Marketing, Organizational Behavior +10

Understanding Customer Experience Throughout the Customer Journey

Katherine N. Lemon, Peter C. Verhoef · Journal of Marketing · 2016 · 5.2K citations · Full text

Business, Marketing, Marketing Management +14