Customer emotion has become dominant for a company to gain sustainable competitive advantage, and it only meets customer emotion harmonious to keep customer loyal.
顾客情感逐步成为企业获取持续竞争优势的主导。企业只有以顾客情感为主体，满足顾客情感和谐才能保证顾客忠诚。
Studies shows that, the emotion display, service attitude and behavior of service provider influence customer emotion directly; meanwhile, consumption emotion influences customer loyalty directly.
有研究表明，服务提供者的情绪表现、服务态度和行为会直接影响顾客的情绪；同时，顾客消费情绪对顾客忠诚又存在直接影响。
Studies shows that, the emotion display, service attitude and behavior of service provider influence customer emotion directly; meanwhile, consumption emotion influences customer loyalty directly.
有研究表明，服务提供者的情绪表现、服务态度和行为会直接影响顾客的情绪；同时，顾客消费情绪对顾客忠诚又存在直接影响。
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