Experiential values over time - a comparison of measures of satisfaction and emotion

Journal of Marketing Management

Volumn 24, Issue 1-2, 2008, Pages 69-85

  Koenig Lewis, Nicole ^a   Palmer, Adrian ^a  

^a SWANSEA UNIVERSITY   (United Kingdom)

Author keywords

Attitudes; Emotions; Perceptual processes; Satisfaction

Indexed keywords

EID: 80053934554     PISSN: 0267257X     EISSN: 14721376     Source Type: Journal    
DOI: 10.1362/026725708X273920     Document Type: Review

References (61)

1. Allen, C. T., Machleit, K. A. and Kleine, S. S. (1992), "A Comparison of Attitudes and Emotions as Predictors of Behavior at Diverse Levels of Behavioral Experience", Journal of Consumer Research, Vol. 18, No. 4, pp. 493-504.
2. Antonacopoulou, E. P. and Gabriel, Y. (2001), "Emotion, learning and organizational change", Journal of Organizational Change Management, Vol. 14, No. 5, pp. 435-451.
3. Arbuckle, J. L. (1996), "Full information estimation in the presence of incomplete data". In: Marcoulides, G. A. and Schumacker, R. E., (eds.), Advanced structural equation modelling: Issues and techniques. Mahwah, NJ: Lawrence Erlbaum Associates, Inc., pp. 243-277.
4. Arnould, E. and Price, L. (1993), "River magic: Extraordinary experiences and the extended service encounter", Journal of Consumer Research, Vol. 20, No. 1, pp. 24-45.
5. Barsky, J. and Nash, L. (2002), "Evoking emotion: affective keys to hotel loyalty", Cornell Hotel and Restaurant Administration Quarterly, Vol. 43, No. 1, February, pp. 39-46.
6. Bejou, D. (2005), "Treating students like customers", BizEd [online edition]. Available at: www.aacsb.edu/publications/archives/MarApr05/p44-47.pdf, [Accessed: 12th May 2006].
7. Bitner, M. (1990), "Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses", Journal of Marketing, Vol. 51, No. 3, April, pp. 69-82.
8. Boulding, W., Kalra, A. and Zeithaml, V. A. (1993), "A dynamic process model of service quality: from expectations to behaviorial intentions", Journal of Marketing Research, Vol. 30, No. 1, pp. 7-27.
9. Bourne, L. E. and Russo, N. F. (1998), Psychology-Behavior in Context, New York: W.W. Norton and Company, Inc.
10. Brady, M. K. and Cronin, J. J. (2001), "Some new thoughts on conceptualizing perceived service quality: a hierarchical approach", Journal of Marketing, Vol. 65, No. 3, pp. 34-49.
11. Carmines, E. G. and McIver, J. P. (1981), "Analyzing models with unobserved variables". In: Bohrnstedt, G. W. and Borgatta, E. F., (eds.), Social measurement: Current issues. Beverly Hills, CA: Sage, pp. 63-115.
12. Chase, R. B. and Dasu, S. (2001), "Want to Perfect Your Company's Service? Use Behavioral Science", Harvard Business Review, Vol. 79, No. 6, June, pp. 79-84.
13. Chattopadhyay, A. and Alba, J. W. (1988), "The Situational Importance of Recall and Inference in Consumer Decision Making", Journal of Consumer Research, Vol. 15, No. 1, pp. 1-12.
14. Cronin, J. J., Brady, M. K. and Hult, G. T. M. (2000), "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments", Journal of Retailing, Vol. 76, No. 3, pp. 193-216.
15. Cronin, J. J. and Taylor, R. (1992), "Measuring service quality: a reexamination and extension", Journal of Marketing, Vol. 56, No. 2, pp. 55-68.
16. De Rivera, J. (1977), A structural theory of the emotions, New York: International Universities Press.
17. Desmet, P. M. A. (2003), "Measuring emotion: development and application of an instrument to measure emotional responses to products". In: Blythe, M. A., Monk, A. F., Overbeeke, K. and Wright, P. C., (eds.), Funology: from usability to enjoyment. New York: Kluwer Academic Publishers, pp. 111-123.
18. Festinger, L. (1957), A theory of cognitive dissonance, California: Stanford University Press.
19. Fournier, S. (1998), "Consumers and their brands: developing relationship theory in consumer research", Journal of Consumer Research, Vol. 24, No. 4, pp. 343-373.
20. Gronroos, C. (2001), Service Management and Marketing: a Customer Relationship Management Approach, 2nd edition, New York: Wiley.
21. Gwynne, A. L., Devlin, J. and Ennew, C. T. (1998), "Service quality and customer satisfaction: a longitudinal analysis", The British Academy of Marketing Annual Conference, Sheffield Hallam University, Sheffield, pp. 186-191.
22. Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E. and Tatham, R. L. (2006), Multivariate Data Analysis, 6th edition, New Jersey: Pearson Prentice Hall.
23. Haksever, C., Render, B., Russell, R. and Murdick, R. (2000), Service Management and Operations, 2nd edition, Upper Saddle, New Jersey: Prentice Hall
24. Hausknecht, D. R., Sweeney, J. C., Soutar, G. N. and Johnson, L. W. (1998), "After I had made the Decision... Toward a scale to measure cognitive dissonance", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 11, pp. 119-127.
25. Hoch, S. J. and Ha, Y.-W. (1986), "Consumer Learning: Advertising and the Ambiguity of Product Experience", Journal of Consumer Research, Vol. 13, No. 2, pp. 221-233.
26. Howard, J. A. and Sheth, J. N. (1969), The Theory of Buyer Behaviour, New York: John Wiley.
27. Hsiao, C. and Sun, B.-H. (1998), "Modeling survey response bias-with an analysis of the demand for an advanced electronic device-a survey technique for eliminating evasive answer bias", Journal of Econometrics, Vol. 89, No. 1, pp. 15-39.
28. Hu, L. and Bentler, P. M. (1995), "Evaluating model fit". In: Hoyle, R. H. (ed.), Structural equation modeling: Concepts, issues, and applications, Thousand Oaks, CA: Sage, pp. 76-99.
29. Izard, C. (1977), Human Emotions, New York: Plenum.
30. Kahneman, D. and Miller, D.T. (1986), "Norm theory: comparing reality to its alternatives", Psychological Review, Vol. 93, No. 2, pp. 136-153.
31. Lazarus, R.S. (1991), Emotion and Adaption, New York: Oxford University Press.
32. Liljander, V. and Bergenwall, M. (2002), "Consumption-Based Emotional Responses Related to Satisfaction", Occasional Paper, Swedish School of Economics and Business Administration, Department of Marketing.
33. Liljander, V. and Strandvik, T. (1997), "Emotions in service satisfaction", International Journal of Service Industry Management, Vol. 8, No. 2, pp. 148-169.
34. Magovcevic, M. (2003), "The Importance of Context", Culture & Psychology, Vol. 9, No. 1, pp. 97-102.
35. 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. 451-466.
36. Mattila, A. S. (2001), "Emotional Bonding and Restaurant Loyalty", Cornell Hotel and Restaurant Administration Quarterly, Vol. 42, No. 6, pp. 73-79.
37. Mazursky, D. and Geva, A. (1989), "Temporal Decay in Satisfaction-Intention Relationship", Psychology and Marketing, Vol. 6, No. 3, pp. 211-227.
38. McAlexander, J. H., Kaldenberg, D. O. and Koenig, H. F. (1994), "Service quality management", Journal of Health Care Marketing, Vol. 14, No. 3, pp. 34-40.
39. Muthen, B., Kaplan, D. and Hollis, M. (1987), "On structural equation modeling with data that are not missing completely at random", Psychometrika, Vol. 52, No. 3, pp. 431-462.
40. O'Brien, L. and Jones, C. (1995), "Do rewards really create loyalty?" Long Range Planning, Vol. 28, No. 4, pp. 130-130 (131).
41. O'Shaughnessy, J. and O'Shaughnessy, N. J. (2003), The marketing power of emotion, Oxford: Oxford University Press.
42. Oliver, R. L. (1993), "A conceptual model of service quality and service satisfaction: compatible goals, different concepts". In: Swartz, T. A., Bowen, D. E. and Brown, S. W. (eds.), Advances in Services Marketing and Management: Research and Practice, 2nd edition, Greenwich, CT: JAI Press Inc., pp. 65-85.
43. Oliver, R.L. (1997), Satisfaction: a behavioural perspective on the consumer, London: McGraw-Hill.
44. Oliver, R. L. and Westbrook, R. A. (1993), "Profiles of consumer emotions and satisfaction in ownership and usage", Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behaviour, Vol. 6, No. 1, pp. 12-27.
45. Olsson, U. H., Foss, T., Troye, S. V. and Howell, R. D. (2000), "The performance of ML, GLS and WLS estimation in structural equation modelling under conditions of misspecification and non-normality", Structural Equations Modelling, Vol. 7, No. 4, pp. 557-595.
46. Parasuraman, A., Zeithaml, V. and Berry, L. L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, No. 4, pp. 41-50.
47. Price, L. L., Arnould, E. J. and Deibler, S. L. (1995), "Consumers' emotional responses to service encounters: the influence of the service provider", International Journal of Service Industry Management, Vol. 6, No. 3, pp. 34-63.
48. Reichheld, F. (2006), The Ultimate Question, Harvard Business School Press.
49. Reisenzein, R., Meyer, W.-U. and Schutzwohl, A. (1995), "James and the physical basis of emotion: a comment on Ellsworth", Psychological Review, Vol. 102, No. 4, pp. 757-761.
50. Richins, M. L. (1997), "Measuring emotions in consumption experience", Journal of Consumer Research, Vol. 24, No. 2, pp. 127-146.
51. Russell, J. A. (1980), "A circumplex model of affect", Journal of Personality and Social Psychology, Vol. 39, No. 6, pp. 1161-1178.
52. Schillewaert, N., Langerak, F. and Duhamel, T. (1998), "Non-probability sampling for WWW surveys: a comparison of methods", Journal of the Market Research Society, Vol. 40, No. 4, pp. 307-322.
53. Stauss, B. and Neuhaus, P. (1997), "The qualitative satisfaction model", International Journal of Service Industry Management, Vol. 5, No. 5, pp. 21-38.
54. Tse, A. C. (1998), "Comparing the response rate, response speed, and response quality of two methods of sending questionnaires: e-mail vs. mail", Journal of the Market Research Society, Vol. 40, No. 4, pp. 353-361.
55. Verhoef, P. C., Franses, Ph. H. B. F. and Hoekstra, J. C. (2000), "The Effect of Relational Constructs on Relationship Performance", Research Paper ERS; ERS-2000-08-MKT, Erasmus Research Institute of Management (ERIM), RSM Erasmus University, revised 26 Sep 2005.
56. Weiner, B. (1985), "An attributional theory of achievement motivation and emotion", Psychological Review, Vol. 92, No. 4, pp. 548-573.
57. White, C. and Yu, Y. (2005), "Satisfaction emotions and consumer behavioral intentions", Journal of Services Marketing, Vol. 19, No. 6, pp. 411-420.
58. Wong, A. (2004), "The role of emotional satisfaction in service encounters", Managing Service Quality, Vol. 14, No. 5, pp. 365-376.
59. Yu, Y. T. and Dean, A. (2001), "The contribution of emotional satisfaction to consumer loyalty", International Journal of Service Industry Management, Vol. 12, No. 3, pp. 234-250.
60. Zeelenberg, M. and Pieters, F. G. M. (2004), "Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services", Journal of Business Research, Vol. 57, No. 4, pp. 445-455.
61. Zeithaml, V., Berry, L. L. and Parasuraman, A. (1993), "The Nature and Determinants of Customer Expectations of Service", Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.