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Cited by 1,973Consumer Behavior in Brand Consumption and IdentificationCustomer Service Quality and LoyaltyConsumer Retail Behavior Studies

Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction

Mano, Haim, Oliver, Richard L.·1993·Journal of Consumer Research
DOI 10.1086/209361
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Abstract

This article examines the underlying dimensionality of three aspects of the post-consumption experience—product evaluation, product-elicited affect, and product satisfaction. In addition, the article integrates these concepts through a suggested causal framework. Students evaluated either a high- or a low-involvement product in current use, reported affective responses evoked by it, and assessed their levels of product-derived satisfaction. Analysis shows that two primary dimensions of product evaluation—utilitarian and hedonic judgment—can be viewed as causally antecedent to two dimensions of affect—pleasantness and arousal—and to product satisfaction. Implications of the conceptual framework and empirical findings for the study of consumption events are discussed.

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Crossref · 10.1086/209361

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  • Positive and negative affect and their relationship congruence with other cognitive variables influence customer retention and satisfaction.

    “The positive and negative affect and the relationship congruence of these affects with other cognitive variables (i.e., firm reputation, service performance, and customer value) influence customer retention and satisfaction (Mano and Oliver 1993; Oliver 1993; Westbrook and Oliver 1991).”

    From Health insurance policy renewal: an exploration of reputation, performance, and affect to understand customer inertia (2022) · cites this paper as Mano and Oliver 1993

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Related

Authors
Mano, H., & Oliver, R. L.
Venue
Journal of Consumer Research
Publisher
Oxford University Press (OUP)
Published
1993-12
Volume
20
Issue
3
Pages
451
ISSN
  • 0093-5301 (ISSN-L)
  • 1537-5277
DOI
10.1086/209361
OpenAlex
W2100813809
Cited by
1,973
References
31
Citations by year
2026: 18 · 2025: 40 · 2024: 45 · 2023: 60 · 2022: 48 · 2021: 100 · 2020: 79 · 2019: 84 · 2018: 102 · 2017: 86 · 2016: 106 · 2015: 106 · 2014: 106 · 2013: 118 · 2012: 90
FWCI
27.12
Type
journal article
Language
en
Open access
closed
Locations
Journal of Consumer Research (publishedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Behavior in Brand Consumption and Identification
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Retail Behavior Studies
Keywords
product evaluation, product satisfaction, utilitarian judgment, emotional responses, pleasantness, arousal, high-involvement products, low-involvement products, causal framework

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