The impact of experiential consumption cognitions and emotions on behavioral intentions

Journal of Services Marketing

Volumn 22, Issue 4, 2008, Pages 303-315

  Bigné, J Enrique ^a   Mattila, Anna S ^b   Andreu, Luisa ^a  

^a UNIVERSITY OF VALENCIA   (Spain)

^b PENNSYLVANIA STATE UNIVERSITY   (United States)

Author keywords

Affective psychology; Consumer behaviour; Customer loyalty; Customer satisfaction; Leisure activities

Indexed keywords

EID: 46949105576     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876040810881704     Document Type: Article

References (62)

1. Anderson, J.C. and Gerbing, D.W. (1988), "Structural equation modelling in practice: A review and recommended two-step approach", Psychological Bulletin, Vol. 103 No. 3, pp. 411-23.
2. Athanassopoulos, A., Gounaris, S. and Stathakopoulos, V. (2001), "Behavioral responses to customer satisfaction: An empirical study", European Journal of Marketing, Vol. 35 Nos 5/6, pp. 687-707.
3. Babin, B.J. and Attaway, J.S. (2000), "Atmospheric affect as a tool for creating value and gaining share of customer", Journal of Business Research, Vol. 49 No. 2, pp. 91-9.
4. Babin, B.J., Lee, Y.K., Kim, E.J. and Griffin, M. (2005), "Modeling consumer satisfaction and word-of-mouth: Restaurant patronage in Korea", Journal of Services Marketing, Vol. 19 No. 3, pp. 133-9.
5. Bagozzi, R.P. (1997), "Goal-directed behaviors in marketing: The role of emotion, volition, and motivation", Psychology & Marketing, Vol. 4 No. 3, pp. 309-13.
6. Bagozzi, R.P. and Moore, D.J. (1994), "Public service announcements: Emotions and empathy guide prosocial behavior", Journal of Marketing, Vol. 58 No. 1, pp. 56-70.
7. Bagozzi, R.P., Gopinath, M. and Nyer, P.U. (1999), "The role of emotions in marketing", Journal of the Academy of Marketing Science, Vol. 27 No. 2, pp. 184-206.
8. Baker, D.A. and Crompton, J.L. (2000), "Quality, satisfaction and behavioral intentions", Annals of Tourism Research, Vol. 27 No. 3, pp. 785-804.
9. Bentler, P.M. (1995), EQS Structural Equations Program Manual, Multivariate Software, Encino, CA.
10. Bloemer, J.M.M. and de Ruyter, K. (1999), "Customer loyalty in high and low involvement service settings: The moderating impact of positive emotions", Journal of Marketing Management, Vol. 15 No. 4, pp. 315-30.
11. Byrne, B.M. (1994), Structural Equation Modeling with EQS and EQS/ Windows: Basic Concepts, Applications, and Programming, Sage Publications, Thousand Oaks, CA.
12. Cadotte, E.R., Woodruff, R.B. and Jenkins, R.L. (1987), "Expectations and norms in models of consumer satisfaction", Journal of Marketing Research, Vol. 24, pp. 305-14.
13. Camp, D. (1997), "Theme parks in Europe", Travel and Tourism Analyst, Vol. 5, pp. 4-21.
14. Chebat, J.C. and Michon, R. (2003), "Impact of ambient odors on mall shoppers' emotions, cognition, and spending", Journal of Business Research, Vol. 56 No. 7, pp. 529-39.
15. Chebat, J.C. and Slusarczyk, W. (2005), "How emotions mediate the effects of perceived justice on loyalty in service recovery situations: an empirical study", Journal of Business Research, Vol. 58 No. 5, pp. 664-73.
16. Chitturi, R., Raghunathan, R. and Majan, V. (2007), "Form versus function: How the intensities of specific emotions evoked in functional versus hedonic trade-offs mediate product preferences", Journal of Marketing Research, Vol. 44 No. 4, pp. 702-14.
17. Churchill, G.A. and Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of Marketing Research, Vol. 19, November, pp. 491-504.
18. Csikszentmihalyi, M. and Hermanson, K. (1995), "Intrinsic motivation in museums: What makes visitors want to learn?", Museum News, Vol. 74 No. 3, pp. 34-37, 59-61.
19. Dean, A., Morgan, D. and Tan, T.E. (2002), "Service quality and customers' willingness to pay more for travel services", Journal of Travel and Tourism Marketing, Vol. 12 Nos 2/3, pp. 95-110.
20. Dhar, R. and Wertenbroch, K. (2000), "Consumer choice between hedonic and utilitarian goods", Journal of Marketing Research, Vol. 37, February, pp. 60-71.
21. Dubé, L. and Menon, K. (2000), "Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions", International Journal of Service Industry Management, Vol. 11 No. 3, pp. 287-304.
22. Dubé, L., Cervellon, M.C. and Jingyuan, H. (2003), "Should consumer attitudes be reduced to their affective and cognitive bases? Validation of a hierarchical model", International Journal of Research in Marketing, Vol. 20 No. 3, pp. 259-72.
23. Erevelles, S. (1998), "The role of affect in marketing", Journal of Business Research, Vol. 42 No. 3, pp. 199-215.
24. Exploratorium (2005), "Exploratorium: Institutional brochure", available at: www.exploratorium.edu/about/InstitutionalBrochure_05.pdf.
25. Hirschman, E.C. and Holbrook, M.B. (1982), "Hedonic consumption: emerging concepts, methods and propositions", Journal of Marketing, Vol. 46 No. 3, pp. 92-101.
26. Jun, S., Hyun, Y.J., Gentry, J.W. and Song, C.S. (2001), "The relative influence of affective experience on consumer satisfaction under positive versus negative discrepancies", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 14, pp. 141-54.
27. Kim, S. and Littrell, M.A. (1999), "Predicting souvenir purchase intentions", Journal of Travel Research, Vol. 38, November, pp. 153-62.
28. Knowles, P.A., Grove, S.J. and Pickett, G.M. (1993), "Mood and the service customer: Review and propositions", Journal of Services Marketing, Vol. 7 No. 4, pp. 41-52.
29. Ladhari, R. (2007), "The effect of consumption emotions on satisfaction and word-of-mouth communications", Psychology and Marketing, Vol. 24 No. 12, pp. 1085-108.
30. Lazarus, R.S. (1991), Emotion and Adaptation, Oxford University Press, New York, NY.
31. Liljander, V. and Strandvik, T. (1997), "Emotions in service satisfaction", International Journal of Service Industry Management, Vol. 8 No. 2, pp. 148-69.
32. Mandler, G. (1975), Mind and Emotion, Wiley, New York, NY.
33. Mandler, G. (1992), "Memory, arousal, and mood: A theoretical integration", in Christianson, S.-Å. (Ed.), The Handbook of Emotion and Memory. Research and Theory, Lawrence Erlbaum Associates, Hillsdale, NJ, pp. 93-110.
34. Mano, H. and Oliver, R.L. (1993), "Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction", Journal of Consumer Research, Vol. 20 No. 3, pp. 451-66.
35. Mattila, A.S. and Enz, C.A. (2002), "The role of emotions in service encounters", Journal of Service Research, Vol. 4 No. 4, pp. 268-77.
36. Mattila, A.S. and Wirtz, J. (2000), "The role of preconsumption affect in postpurchase evaluation of services", Psychology & Marketing, Vol. 17 No. 7, pp. 587-605.
37. Menon, K. and Dubé, L. (2000), "Ensuring greater satisfaction by engineering salesperson response to customer emotions", Journal of Retailing, Vol. 76 No. 3, pp. 285-307.
38. Milman, A. (1991), "The role of theme parks as a leisure activity for local communities", Journal of Travel Research, Vol. 29 No. 3, pp. 11-16.
39. Oliver, R.L. (1980), "A cognitive model of the antecedents and consequences of satisfaction decisions", Journal of Marketing Research, Vol. 17 No. 3, pp. 460-9.
40. Oliver, R.L. (1993), "Cognitive, affective, and attribute bases of the satisfaction response", Journal of Consumer Research, Vol. 20 No. 3, pp. 418-30.
41. Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, McGraw-Hill, Singapore.
42. Oliver, R.L. and DeSarbo, W.S. (1988), "Response determinants in satisfaction judgements", Journal of Consumer Research, Vol. 14 No. 4, pp. 495-507.
43. Oliver, R.L., Rust, R.T. and Varki, S. (1997), "Customer delight: foundations, findings, and managerial insight", Journal of Retailing, Vol. 73 No. 3, pp. 311-36.
44. Phillips, D.M. and Baumgartner, H. (2002), "The role of consumption emotions in the satisfaction response", Journal of Consumer Psychology, Vol. 12 No. 3, pp. 243-52.
45. Russell, I. and Sinker, M. (1998), "Designing for play", Hand to Hand, Association of Youth Museums, Chicago, IL.
46. Russell, J.A. (1980), "A circumplex model of affect", Journal of Personality and Social Psychology, Vol. 39 No. 6, pp. 1161-78.
47. Rust, R.T. and Zahorik, A. (1993), "Customer satisfaction, customer retention, and market share", Journal of Retailing, Vol. 69, Summer, pp. 145-56.
48. Schachter, S. and Singer, J.E. (1962), "Cognitive, social, and physiological determinants of emotional state", Psychological Review, Vol. 69, September, pp. 379-99.
49. Smith, A.K. and Bolton, R.N. (2002), "The effect of customer's emotional responses to service failures on their recovery effort evaluations and satisfaction judgments", Journal of the Academy of Marketing Science, Vol. 30 No. 1, pp. 5-23.
50. Steenkamp, J.B. and Baumgartner, H. (1998), "Assessing measurement invariance in cross-national consumer research", Journal of Consumer Research, Vol. 25 No. 1, pp. 78-90.
51. Szymanski, D.M. and Henard, D.H. (2001), "Customer satisfaction: A meta-analysis of the empirical evidence", Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.
52. Wakefield, K.L. and Baker, J. (1998), "Excitement at the mall: determinants and effects on shopping response", Journal of Retailing, Vol. 74 No. 4, pp. 515-39.
53. Wakefield, K.L. and Barnes, J.H. (1996), "Retailing hedonic consumption: A model of sales promotion of a leisure service", Journal of Retailing, Vol. 72 No. 4, pp. 409-27.
54. Wakefield, K.L. and Blodgett, J.G. (1999), "Customer response to intangible and tangible service factors", Psychology & Marketing, Vol. 16 No. 1, pp. 51-68.
55. Wakefield, K.L. and Bush, V.D. (1998), "Promoting leisure services: economic and emotional aspects of consumer response", Journal of Services Marketing, Vol. 12 No. 3, pp. 209-22.
56. Wakefield, K.L. and Inman, J.J. (2003), "Situational price sensitivity: The role of consumption occasion, social context and income", Journal of Retailing, Vol. 79 No. 4, pp. 199-212.
57. Westbrook, R.A. (1987), "Product/consumption-based affective responses and postpurchase processes", Journal of Marketing Research, Vol. 24 No. 3, pp. 258-70.
58. Wirtz, J. and Bateson, J.E.G. (1999), "Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm", Journal of Business Research, Vol. 44 No. 1, pp. 55-66.
59. Wirtz, J., Mattila, A.S. and Tan, R.L.P. (2000), "The moderating role of target-arousal on the impact of affect on satisfaction - an examination in the context of service experiences", Journal of Retailing, Vol. 76 No. 3, pp. 347-65.
60. Zajonc, R.B. and Markus, H. (1985), "Must all affect be mediated by cognition?", Journal of Consumer Research, Vol. 12 No. 3, pp. 363-4.
61. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996), "The behavioral consequences of service quality", Journal of Marketing, Vol. 60 No. 2, pp. 31-46.
62. Zoltak, J. (2004), "Questions and answers", Amusement Business, March 15, pp. 3-7.