ABSTRACT
The goal of any service is to satisfy clients' wants and needs. With such satisfaction come positive feelings and with positive feelings come behavioural responses. The service provider is particularly interested in two types of responses. These responses are repeat behaviour and the spreading of positive word of mouth. This chapter considers how positive emotions generated by successful service delivery can encourage both such behaviours. It explores how providers can encourage clients to return to the provider and say nice things to others about the service and the service provider. There are many situational elements that can influence client satisfaction. They range from the actions of other users to the weather. These elements are largely outside service providers' control. The chapter focuses on the importance of service delivery creating positive emotional outcomes.
