The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective
Abstract
Despite the strong recognition that customer satisfaction should be viewed from a dynamic perspective, little is known about how the satisfaction judgment develops over time. Therefore, this study provides a dynamic analysis of the simultaneous influence of cognition and affect in the satisfaction formation process. The results of an experimental study based on a real consumption experience indicate that the impact of cognition on the satisfaction evaluation increases and the influence of affect decreases over time. Moreover, these effects are attenuated with inconsistent performance experiences. Finally, the study shows that the variance in customer satisfaction jointly explained by cognition and affect increases as experience accumulates.
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Citations
Cites
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Forgas, J. P. (1995) · Psychological Bulletin · doi:10.1037/0033-2909.117.1.39 · Cited by 3,470
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Cited by
Online customer experience in e-retailing: An empirical model of antecedents and outcomes
Rose, S., Clark, M., Samouel, P., & Hair, N. (2012) · Journal of Retailing · doi:10.1016/j.jretai.2012.03.001 · Cited by 1,131
Justification effects on consumer choice of hedonic and utilitarian goods.
Okada, E. M. (2005) · Journal of Marketing Research · doi:10.1509/jmkr.42.1.43.56889 · Cited by 1,069
Constituents and consequences of smart customer experience in retailing
Roy, S. K., Balaji, M. S., Sadeque, S., Nguyen, B., & Melewar, T. C. (2017) · Technological Forecasting and Social Change · doi:10.1016/j.techfore.2016.09.022 · Cited by 348
Cenfetelli, R. T., Benbasat, I., & Al-Natour, S. (2008) · Information Systems Research · doi:10.1287/isre.1070.0163 · Cited by 272
Hammoud, J., Bizri, R. M., & El Baba, I. (2018) · Sage Open · doi:10.1177/2158244018790633 · Cited by 238
Metadata
- Authors
- Homburg, C., Koschate, N., & Hoyer, W. D.
- Venue
- Journal of Marketing
- Publisher
- SAGE Publications
- Published
- 2006-07
- Volume
- 70
- Issue
- 3
- Pages
- 21-31
- ISSN
- 0022-2429 (ISSN-L)
- 1547-7185
- OpenAlex
- W2069636784
- Cited by
- 479
- References
- 12
- FWCI
- 35.23
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
