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What is Emotional Value

Handbook of Research on Consumerism and Buying Behavior in Developing Nations
A set of positive feelings such as being happy and feeling good that are derived from the services attached to a Frequent Flyer Programme.
Published in Chapter:
Customer Perceived Value of Frequent Flyer Programmes: An Empirical Study of Airline Passengers in China
Zhibin Lin (Northumbria University, UK), Rose Quan (Northumbria University, UK), Marco Chi Keung Lau (Northumbria University, UK), and Jie Ma (Northumbria University, UK)
DOI: 10.4018/978-1-5225-0282-1.ch002
This chapter aims to examine Chinese air passengers' perceived value of the Frequent Flyer Programme (FFP), and its impact on passenger loyalty. The study develops and tests a conceptual model of three dimensions of FFP value (economic, emotional, and social), and passenger loyalty toward FFP (programme loyalty) and the airline (brand loyalty) with a sample of air passengers in China. The results show that emotional value has a positive impact on both programme loyalty and brand loyalty; economic value has a positive impact on programme loyalty only; but social value has no significant impact on either of the loyalty constructs. The chapter provides both theoretical implications to advance consumer research and practical implications for global airline business.
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More Results
The Strategic Divestment Decision in the Family Business Through the Real Options and Emotional Lenses
The net present value of the emotional cash-flows at a given period, discounted at the emotional rate of return in the eyes of the owner. It is also the difference between the discounted financial cash-flows representing the financial value and the minimum price at which the owner is willing to sell.
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Determinants of Loyalty Intention in Portuguese Mobile Market
Consists in the value gain from clients’ feelings or emotional states when adopting and using a service.
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The Effects of Customer Relationship Management (CRM) and Customer Perceived Value Dimensions: A Proposed Conceptual Framework for Customer Loyalty
Measures the emotional benefits consumers get from the preferential treatments, personal emotional bonds developed from the constant interactions with banking staffs, and the personal identification given to customers.
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