The DOI matches its Crossref record; 55 of the 55 references it cites were found in a registry or an index.
The role of emotion in explaining consumer satisfaction and future behavioural intention
Abstract
Purpose: Service quality and customer satisfaction have traditionally been conceptualised and measured using cognitive indicators. This paper aims to build on the body of literature that recognises the role of emotions in determining customer satisfaction and future behavioural intention. Design/methodology/approach: The focus for this study was a football stadium in which respondents' evaluation of “off pitch” service quality was investigated in the context of emotions aroused by “on pitch” activities. A time‐elapsed three‐stage survey was used to evaluate the respondents and any changes over time. Findings: In a survey of 407 match attendees, emotionally‐based satisfaction was found to be a better predictor of future behavioural intention than cognitive measures of satisfaction. Originality/value: The paper establishes the need to use both emotional and cognitive measures of satisfaction when evaluating overall customer satisfaction and future behavioural intention. It also highlights the unique nature of customer satisfaction in a sporting events venue.
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Cites
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Russell, J. A. (1980) · Journal of Personality and Social Psychology · doi:10.1037/h0077714 · Cited by 16,334
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Lazarus, R. S. (1991) · doi:10.1093/oso/9780195069945.001.0001 · Cited by 12,691
Measuring Service Quality: A Reexamination and Extension
Cronin, J. J., & Taylor, S. A. (1992) · Journal of Marketing · doi:10.1177/002224299205600304 · Cited by 10,628
Feeling and thinking: Preferences need no inferences.
Zajonc, R. B. (1980) · American Psychologist · doi:10.1037/0003-066x.35.2.151 · Cited by 8,094
An attributional theory of achievement motivation and emotion
Weiner, B. (1985) · Psychological Review · doi:10.1037/0033-295x.92.4.548 · Cited by 7,846
Consumers and Their Brands: Developing Relationship Theory in Consumer Research
Fournier, S. (1998) · Journal of Consumer Research · doi:10.1086/209515 · Cited by 7,542
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000) · Journal of Retailing · doi:10.1016/s0022-4359(00)00028-2 · Cited by 6,398
Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses
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Cited by
Word-of-mouth communications in marketing: a meta-analytic review of the antecedents and moderators
de Matos, C. A., & Rossi, C. A. V. (2008) · Journal of the Academy of Marketing Science · doi:10.1007/s11747-008-0121-1 · Cited by 1,078
The role of the rural tourism experience economy in place attachment and behavioral intentions
Loureiro, S. M. C. (2014) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2014.02.010 · Cited by 607
Metadata
- Authors
- Martin, D., O'Neill, M., Hubbard, S., & Palmer, A.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2008-05-23
- Volume
- 22
- Issue
- 3
- Pages
- 224-236
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W1966840533
- Cited by
- 290
- References
- 55
- FWCI
- 16.27
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
