Abstract This research explores the mechanisms linking consumers’ perceptions of the environmental friendliness of service to customer loyalty. It investigates positive emotions evoked by perceptions of environmental friendliness and then links these emotions to customer satisfaction and loyalty as outcome variables. The data for testing a set of hypotheses was collected from a sample of over 150 consumers for three service industries, each. The results suggest that positive emotions in the form of “warm glow” feelings and sense of belonging are encouraged by environmental friendliness. The positive emotions have direct impacts on satisfaction, but show mixed impacts on loyalty.

中文翻译：

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将环境友好与服务忠诚度联系起来的机制：积极的客户情绪和满意度的作用

摘要这项研究探索了将消费者对服务的环境友好性的看法与顾客忠诚度联系起来的机制。它调查了对环境友好感所引起的积极情绪，然后将这些情绪与客户满意度和忠诚度作为结果变量相关联。从一组来自三个服务行业的150多个消费者的样本中收集了用于检验一组假设的数据。结果表明，环境友好鼓励以“温暖的光辉”感觉和归属感形式的积极情绪。积极情绪对满意度有直接影响，但对忠诚度却表现出不同的影响。