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open access
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ISSN : 1229-8778
The Purpose of the present study is to develope Korean consumption emotion items that influence customer satisfaction and dissatisfaction were developed. One hundred and eighteen positive emotion items and 173 negative emotion items were developed from focus group interview and preliminary survey. Factor analysis extracted 8 factors of positive product emotions, 10 factors of positive service emotions, 6 factors of negative product emotions, and 5 factors of negative service emotions. Some emotions were distinctive to the product and other emotions were distinctive to the service.
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