Azar, A. & Moameni, M. (2007). Statistics and its application in management. 4th
edition. Tehran: Samt publication. (in Persian)
Baker, J., Grewal, D. & Parasuraman, A. (1994). The influence of store environment
quality inferences and store image. Journal of the Academy of Marketing
Science, 22(4): 328-339.
Baker, J., Paarasuraman, A., Grewal, D. & Voss, G.B. (2002). The influence of
multiple store environment cues on perceived merchandise value and
patronage intensions. Journal of Marketing, 66(2): 120-141.
Binge, J.E., Andreu, L. & Gnoth, J. (2004). The theme park experience: an analysis
pleasure, arousal and satisfaction. Journal of Tourism Management, 26(6):
Brunner-Sperdin, A., Peters, M. & Strobl, A. (2012). It is all about the emotional
state: managing tourists’ experiences. International Journal of Hospitality
Management, 31 (1): 23–30.
Chaudhury, A. (2012). Emotion and reason in consumer behavior. Translated by
Heydarzadeh, K., First edition, Tehran: Siteh publication. (in Persian)
Chitturi, R., Raghunathan, R. & Mahajan, V. (2008). Design by design: The role of
hedonic versus utilitarian benefits. Journal of Marketing Research, 72(3): 48-
Chris Lin, J. Sh. & Liang, H.Y. (2011). The influence of service environments on
customer emotion and service outcomes. Journal management Service
Quality, 21(4): 350-372.
Dehghani, M., Mohammadi, S., Pourashraf, Y. & Sayehmiri, K. (2013). Measuring
Customer Perceived Service Quality with Market Sense Making Approach.
Quarterly Journal of business management, 5(1): 85–104. (in Persian)
Deng, W.J., Yeh, M.L. & Sung, M.L. (2013). A customer satisfaction index model
for international tourist hotels: Integrating consumption emotions into the
American Customer Satisfaction Index. Journal of Hospitality Management,
Dong, P. & Man Siu, N.Y. (2013). Service scape elements, customer predispositions
and service experience: The case of theme park visitors. Journal of tourism
Management, 36: 541-555.
Hafeznia, M. (2008). Introduction to research method in human sciences, 14th
edition. Tehran: Samt publication. (in Persian)
Han, H. & Back, K.J. (2007). Investigation the effect of consumption emotions on
customer satisfaction and repeat visit intensions in the loading industry.
Journal of Hospitality Marketing and Management, 15(3): 5-30.
Harvey, J. (1998). Service quality: A tutorial. Journal of Operation Management,
Hasangholipour, T., Rahrovi, E. & Abachian, R. (2013). Theoretical and Empirical
Study of Determinants of Word of Mouth in Airline Companies: The Case of
Iran Airline Company. Quarterly Journal of business management, 5(1): 41–
60. (in Persian)
Jang, S. & Namkung, Y. (2009). Perceived quality, emotions, and behavioral
intensions: Application of an extended Mehrabian-Russell model to
restaurants. Journal of business Research, 62(4): 451-460.
Jiang, Y. & Wang, C.L. (2006). The impact of affect on services quality and
satisfaction: The moderation of service contexts. Journal of Services
Marketing, 20(4): 211-218.
Kotler, P. (2010). Marketing management; analysis, planning, implementation and
control. Translated by Frouzendeh, B. Isfahan. Sixth edition Amoukhteh
publication. (in Persian)
Ladhari, R. (2007). The effect of consumption emotions on satisfaction and word-ofmouth
communications. Journal of Psychology and Marketing, 24(12): 1085-
Ladhari, R. (2009). Service quality, emotional satisfaction, and behavioral
intensions. Journal of Managing Service Quality, 19(3): 1085-1108.
Lamb, C.W., Hair, J.F. & McDaniel, C. (1999). Essential of Marketing. South
Western College Publishing.
Lourerio, S.M.C. & Roschk, H. (2014). Differential effects of atmospheric cues on
emotion sand loyalty intention with respect to age under online/offline
environment. Journal of Retailing and Customer Services, 21(2): 211-219.
Martin, D., O'Neil, M., Hubbard, S. & Palmer, A. (2008). The Role of Emotion in
explaining consumer satisfaction and future behavioral intensions. Journal of
Service Marketing, 3(22): 224-236.
Mattila, A. & Wirtz, J. (2002). The role of preconception affect in post purchase
evaluation of services. Journal of Psychology and Marketing, 17(7): 587-605.
Mirzaei, K. (2010). Research orientation and research writing. First edition,
Tehran: Jameah shenasan publication. (in Persian)
Oliver, R.L. (1980). Cognitive model of the antecedents and consequence of
satisfaction decisions. Journal of Marketing Research, 17(4): 460-469.
Osanlou, B. & Khodami, S. (2011). Measuring Customer Perceived Service Quality
with Market Sense Making Approach. Quarterly Journal of business
management, 3(10): 1–18. (in Persian)
Ryu, K. & Han, H. (2009). Influence of the quality of food, Service and physical
environment on customer satisfaction and behavioral intension in quickcasual
restaurant: moderating role perceived price. Journal of Hospitality and
Tourism Research, 34(3): 1-20.
Seth, N., Deshmukh, S.G. & Vart, P. (2005). Service quality models: A review.
International Journal of Quality and Reliability Management, 22 (9): 913-
Tajzadeh, A., Tajzadeh, A. & Martaei, R. (2010). The relation of salesperson
interaction with customer and salesperson performance (Case Study: Vowel
and pictorial products). Quarterly Journal of business management, 2(6): 21–
40. (in Persian)
Tsai, W.C. & Huang, Y.M. (2002). Mechanisms linking employee affective delivery
and customer behavioral intensions. Journal of Applied Psychology, 87(5):
Westbrook, R.A. & Oliver, R.L. (1991). The dimensionality of Consumption
emotion pattern and consumer satisfaction. Journal of Consumer Research,
Wong, A. (2004). The role of emotional satisfaction in service encounters. Journal
of Managing Service Quality, 14(5): 365-376.
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. (1996). The behavioral consequence
of service quality. Journal of Marketing, 60(2): 31-46.
Zeithaml,V.A. & Paeasuraman, A. (2008). Service quality ,review and critique of
servqual model and presenting new models. Translated by Heydarzadeh, K.
& Hajiha, A., First edition. Tehran: Kasakavosh. (in Persian)
Zins, A.H. (2002). Consumption emotion, experience quality and satisfaction.
Journal Travel and Tourism Marketing, 2(12): 3-18.