... experiences In the past two decades, the interest in emotions and in their impact on satisfaction (and lately on loyalty) has led to the recognition of their significant role in satisfaction formation (see ... 2.5 Emotions in a service context 2.5.1 Emotional content of service During the 1980’s, the concept of hedonic consumption arose, acknowledging the importance of emotions within the service consumption ... anything at the end of the service transaction; the final consumer satisfaction is considered as the outcome of the service and therefore, service has a significantly emotional content for the consumer...