Emotions of Business Customers

What is it about?

Business people also have emotions, such as anxiety and bordom. These emotions influence their interaction with service providers. Service providers can cater to business people can respond to these emotions and increase the service quality and the satisfaction of business clients. We test this hypothesis with a survey of business travelers experience at hotels.

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Why is it important?

We find different types of business customers based on their normal emotional profil. We also find evidence that service providers can increase perceived service quality and satifaction of business customers by identifying and responding to their emotions.