Assessing customers' emotional experiences influencing their satisfaction in the lodging industry

Journal of Travel and Tourism Marketing

Volumn 23, Issue 1, 2007, Pages 43-56

  Han, Heesup ^a   Back, Ki Joon ^b  

^a KANSAS STATE UNIVERSITY   (United States)

^b UNIVERSITY OF HOUSTON   (United States)

Author keywords

Consumption emotion set; Consumption emotions; Customer satisfaction; Lodging industry

Indexed keywords

EID: 67249127426     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1300/J073v23n01_04     Document Type: Article

References (53)

1. Allen, C. T., Machleit, K. A. and Kleine, S. S. (1992) A comparison of attitudes and emotions aspredictors of behavior at diverse levels of behavioral experience. Journal of Consumer Research, 18:4, pp. 493-504.
2. Anderson, E. W. and Sullivan, M. W. (1993) The antecedents and consequences of customer satisfaction for firms. Marketing Science, 12:2, pp. 125-143.
3. Babin, B. and Babin, L. (2001) Seeking something different? A model of schema typicality, consumer affect, purchase intentions and perceived shopping value. Journal of Business Research, 54:2, pp. 89-96.
4. Barsky, J. D. and Nash, L. (2002) Evoking emotion: Affective keys to hotel loyalty. Cornel Hotel and Restaurant Administration Quarterly, 43:1, pp. 39-46.
5. Bearden, W. O. and Netemeyer, R. G. (1999) Handbook of marketing scales: Multi-item measures for marketing and consumer behavior research, Sage, Newbury Park, CA
6. Bettman, J. R. (1979) An information processing theory of consumer choice, Addison-Wesley, Reading, MA
7. Bitner, M. J., Brown, S. W. and Meuter, M. L. (2000) Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28:1, pp. 138-149.
8. Cadotte, E. R., Woodruff, R. B. and Jenkins, R. L. (1987) Expectations and norms in models of consumer satisfaction. Journal of Marketing Research, 24:3, pp. 305-314.
9. Churchill Jr., G. A. and Surprenant, C. (1982) An investigation into the determinants of consumer satisfaction. Journal Of Marketing Research, 19:4, pp. 491-504.
10. Curran, J. P. and Cattell, R. B. (1976) Manual of the eight state questionnaire, IPAT, Champaign, IL
11. Dube, L. and Menon, K. (1998) Managing emotions. Marketing Health Services, 18:3, pp. 34-42.
12. Dube, L. and Menon, K. (2000) Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions. International Journal of Service Industry Management, 11:3, pp. 287-304.
13. Fornell, C. (1992) A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56:1, pp. 6-21.
14. Fornell, C., Ittner, C. D. and Larcker, D. F. (1995) Understanding and using the American customer satisfaction index (ACSI): Assessing the financial impact of quality initiatives. Paper presented at the Juran Institute's Conference on Managing for Total Quality Wilton, CT
15. George, D. and Mallery, P. (2001) SPSS for Windows, A Pearson Education, Needham Heights, MA
16. Greenwald, A. G. and Leavitt, C. (1984) Audience involvement in advertising: Four levels. Journal of Consumer Research, 11:1, pp. 581-592.
17. Hair Jr., J. F., Anderson, R. E., Tatham, R. L. and Black, W. C. (1998) Multivariate data analysis, Prentice-Hall, Upper Saddle River, NJ
18. Havlena, W. J. and Holbrook, M. B. (1986) The varieties of consumption experience: Comparing two typologies ofemotion in consumer behavior. Journal of Consumer Research, 13:3, pp. 394-404.
19. Holbrook, M. B. (1986) Emotion in the consumption experience: Toward a new model of the human consumer. The role of affect in consumer behavior: Emerging theories and applications, pp. 17-52. D. C. Heath, Lexington, MA
20. Hunt, H. K. (1977) CS/D-overview and future research directions. Conceptualization and measurement of consumer satisfaction and dissatisfaction, pp. 455-488. Marketing Science Institute, Cambridge, MA
21. Izard, C. E. (1977) Human emotions, Plenum, New York
22. Kim, J. O. and Mueller, C. W. (1987) Introduction to factor analysis: What it is and how to do it, Sage Publications, Newbury Park, CA
23. Laverie, D. A., Kleine III, R. E. and Kleine, S. S. (1993) Linking emotions and values in consumption experiences: An exploratory study. Advances in Consumer Research, 20:1, pp. 70-75.
24. Lewis, B. R. and McCann, P. (2004) Service failure and recovery: Evidence for the hotel sector. International Journal of Contemporary Hospitality Management, 16:1, pp. 6-17.
25. Mano, H. and Oliver, R. L. (1993) Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research, 20:3, pp. 451-466.
26. Mattila, A. S. (2002) The role ofnarrativesin promoting restaurant experiences. Journal of Hospitality and Tourism Research, 26:4, pp. 379-395.
27. Mattila, A. S. and Enz, C. A. (2002) The role of emotions in service encounters. Journal of Service Research, 4:4, pp. 268-277.
28. McQuitty, S., Finn, A. and Wiley, J. B. (2000) Systematically varying consumer satisfaction and its implications for product choice. Academy of Marketing Science Review, 10, pp. 294-307.
29. Menon, K. and Dube, L. (2000) Ensuring greater satisfaction by engineering salesperson response to customer emotions. Journal of Retailing, 76:3, pp. 285-307.
30. Norusis, M. J. (1994) SPSS 6.1: Guide to data analysis, Prentice-Hall, Englewood Cliffs, NJ
31. Nunnally, J. C. (1978) Psychometric theory, McGraw-Hill, Inc, New York
32. Oliver, R. L. (1980) A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17:4, pp. 460-469.
33. Oliver, R. L. (1981) Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57:3, pp. 25-48.
34. Oliver, R. L. (1993) Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20:3, pp. 418-430.
35. Oliver, R. L. (1997) Satisfaction: A behavioral perspective on the consumer, McGraw-Hill, New York
36. Olson, J. C. and Dover, P. A. (1979) Disconfirmation of consumer expectations through product trial. Journal of Applied Psychology, 64:2, pp. 179-189.
37. Ortony, A., Clore, G. L. and Collins, A. (1988) The cognitive structure of emotions, Cambridge University Press, New York
38. Peterson, R. A., Hoyer, W. D. and Wilson, W. R. (1986) The role of affect in consumer behavior: Emerging theories and applications, D. C. Heath, Lexington, MA
39. Phillips, D. M. (1999) The role of consumption emotions in the satisfaction response. Dissertation Abstracts International, 60-07A, 2589
40. Plutchik, R. (1980) Emotion: A psychoevolutionary synthesis, Harper & Row, New York
41. Plutchik, R. (2003) Emotions and life: Perspectives from psychology, biology, and evolution, United Book Press, Baltimore, MD
42. Price, L., Arnould, E. and Deibler, S. (1995) Consumers' emotional responses to service encounters. International Journal of Service Industry Management, 6:3, pp. 34-63.
43. Pugh, S. D. (2001) Service witha smile: Emotional contagion in the service encounter. Academy of Management Journal, 43:3, pp. 335-344.
44. Richins, M. L. (1997) Measuring emotions in the consumption experience. Journal of Consumer Research, 24:2, pp. 127-146.
45. Schneider, B. and Bowen, D. E. (1999) Understanding customer delight and outrage. Sloan Management Review, 41:1, pp. 35-45.
46. Schwarz, N. and Clore, G. L. (1983) Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states. Journal of Personality and Social Psychology, 45:3, pp. 513-523.
47. Watson, D., Clark, L. A. and Tellegen, A. (1988) Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology, 54:6, pp. 1063-1070.
48. Westbrook, R. A. (1987) Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24:3, pp. 258-270.
49. Westbrook, R. A. and Oliver, R. L. (1991) The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18:1, pp. 84-91.
50. White, C. and Yu, Y. (2005) Satisfaction emotions and consumer behavioral intentions. Journal of Services Marketing, 19:6, pp. 411-420.
51. Wong, A. (2004) The role of emotional satisfaction in service encounters. Managing Service Quality, 14:5, pp. 365-376.
52. Woodruff, R. B., Cadotte, E. R. and Jenkins, R. L. (1983) Modeling consumer satisfaction processes using experience-based norms. Journal of Marketing Research, 20:3, pp. 296-304.
53. Yi, Y. (1990) A critical review of consumer satisfaction. Review of marketing, pp. 68-122. American Marketing Association, Chicago