EMOSI PELANGGAN: ANTESENDEN DAN KONSEKUENSI

Abstract

This article explains how important the role of customer emotions on consumer behavior and
its influencing variables. During this time, the role of emotion is not so much revealed, but the
decision-making without the role of emotions is not possible. There are many variables that
affect and are affected by customer emotions, but in this article only described about service
environment and employees behavior as an antecendence variables and complaints behavior,
customer satisfaction and customer loyalty as a consequence variables. Employee behavior is
influenced by the environment service itself, the mood of the team work and the emotions of
the employee.