The effect of consumption emotions on satisfaction and word‐of‐mouth communications

This paper examines the impact of consumption emotions on consumers' satisfaction and how it affects what they tell other consumers. The conceptual model is based on the premise that pleasure and arousal influence satisfaction, word-of-mouth (WOM) communications, and the likelihood of generating WOM. A study of 470 moviegoers in a French Canadian city supports most of these relationships. The results indicate that even when the effects of satisfaction are accounted for, pleasure and arousal have significant effects on WOM. © 2007 Wiley Periodicals, Inc.

[1]  Atìla Yüksel,et al.  Tourist shopping habitat: Effects on emotions, shopping value and behaviours , 2007 .

[2]  R. Arora,et al.  Cognitive and Affective Service Marketing Strategies for Fine Dining Resturant Managers , 2006 .

[3]  Juergen Gnoth,et al.  The theme park experience: an analysis of pleasure, arousal and satisfaction. , 2005 .

[4]  Y. Yu,et al.  Satisfaction Emotions and Consumer Behavioral Intentions , 2005 .

[5]  A. Fiore,et al.  For fun and profit: Hedonic value from image interactivity and responses toward an online store , 2005 .

[6]  Barry J. Babin,et al.  Modeling consumer satisfaction and word‐of‐mouth: restaurant patronage in Korea , 2005 .

[7]  Suman Basuroy,et al.  Interactive influence of genre familiarity, star power, and critics' reviews in the cultural goods industry: The case of motion pictures , 2005 .

[8]  C. Payne,et al.  Complimenting Behavior - The Complimenter's Perspective , 2005 .

[9]  Jessica M. Hicks,et al.  Delighted Consumers Buy Again , 2005 .

[10]  R. Pieters,et al.  Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services , 2004 .

[11]  Magnus Söderlund,et al.  Dismantling "Positive Affect" and Its Effects on Customer Satisfaction: An Empirical Examination of Customer Joy in a Service Encounter , 2004 .

[12]  Viggo Host,et al.  Modeling customer satisfaction in mortgage credit companies , 2004 .

[13]  C. Ranaweera,et al.  On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth , 2003 .

[14]  J. Chébat,et al.  Impact of ambient odors on mall shoppers' emotions, cognition, and spending: A test of competitive causal theories , 2003 .

[15]  Christian Derbaix,et al.  Inducing word-of-mouth by eliciting surprise ? a pilot investigation , 2003 .

[16]  David Godes,et al.  Using Online Conversations to Study Word-of-Mouth Communication , 2004 .

[17]  Jochen Wirtz,et al.  The effects of incentives, deal proneness, satisfaction and tie strength on word‐of‐mouth behaviour , 2002 .

[18]  Jillian C. Sweeney,et al.  The role of cognitions and emotions in the music-approach-avoidance behavior relationship , 2002 .

[19]  Diane Halstead,et al.  Negative Word of Mouth: Substitute for or Supplement to Consumer Complaints? , 2002 .

[20]  Diane M. Phillips,et al.  The Role of Consumption Emotions in the Satisfaction Response , 2002 .

[21]  K. Machleit,et al.  Emotional response and shopping satisfaction Moderating effects of shopper attributions , 2001 .

[22]  M. Laroche,et al.  A Three-Dimensional Scale of Intangibility , 2001 .

[23]  Alison Dean,et al.  The contribution of emotional satisfaction to consumer loyalty , 2001 .

[24]  L. J. Harrison‐Walker.  The Measurement of Word-of-Mouth Communication and an Investigation of Service Quality and Customer Commitment As Potential Antecedents , 2001 .

[25]  Spiros Gounaris,et al.  Behavioural responses to customer satisfaction: an empirical study , 2001 .

[26]  M. Holbrook,et al.  On the conceptual link between mass customisation and experiential consumption: an explosion of subjectivity , 2001 .

[27]  Chang-Seok Song,et al.  The Relative Influence of Affective Experience on Consumer Satisfaction Under Positive Versus Negative Discrepancies , 2001 .

[28]  Jochen Wirtz,et al.  The role of preconsumption affect in postpurchase evaluation of services , 2000 .

[29]  A. d’Astous,et al.  Consumer evaluations of movies on the basis of critics' judgments , 1999 .

[30]  Prashanth U. Nyer,et al.  The role of emotions in marketing , 1999 .

[31]  Jochen Wirtz,et al.  Consumer Satisfaction with Services: Integrating the Environment Perspective in Services Marketing into the Traditional Disconfirmation Paradigm , 1999 .

[32]  E. Anderson.  Customer Satisfaction and Word of Mouth , 1998 .

[33]  S. Erevelles.  The Role of Affect in Marketing , 1998 .

[34]  Robert E. Krider,et al.  Competitive Dynamics and the Introduction of New Products: The Motion Picture Timing Game , 1998 .

[35]  F. Buttle.  Word of mouth: understanding and managing referral marketing , 1998 .

[36]  R. Oliver.  Customer delight: Foundations, findings, and managerial insight☆ , 1997 .

[37]  Prashanth U. Nyer.  A study of the relationships between cognitive appraisals and consumption emotions , 1997 .

[38]  A. Mathur,et al.  Store environment and consumer purchase behavior: Mediating role of consumer emotions , 1997 .

[39]  Veronica Liljander,et al.  Emotions in service satisfaction , 1997 .

[40]  Steven M. Shugan,et al.  Film Critics: Influencers or Predictors? , 1997 .

[41]  R. Oliver.  Satisfaction: A Behavioral Perspective On The Consumer , 1996 .

[42]  J. Eliashberg,et al.  A Parsimonious Model for Forecasting Gross Box-Office Revenues of Motion Pictures , 1996 .

[43]  E. Trudeau,et al.  The role of emotions in health care satisfaction. Positive feelings have the expected effect, but negative ones do not always result in dissatisfaction. , 1996, Journal of health care marketing.

[44]  Laurette Dubé,et al.  The effects of background music on consumers' desire to affiliate in buyer‐seller interactions , 1995 .

[45]  P. Bone.  Word-of-mouth effects on short-term and long-term product judgments , 1995 .

[46]  R. Donovan.  Store atmosphere and purchasing behavior , 1994 .

[47]  J. Eliashberg,et al.  Modeling goes to Hollywood: predicting individual differences in movie enjoyment , 1994 .

[48]  B. Byrne.  Book Review: Structural Equation Modeling with EQS and EQS/Windows: Basic Concepts, Applications, and Programming , 1994 .

[49]  R. Oliver.  Conceptual issues in the structural analysis of consumption emotion, satisfaction, and quality , 1994 .

[50]  R. Oliver.  Cognitive, affective, and attribute bases of the satisfaction response. , 1993 .

[51]  R. Oliver,et al.  Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and Satisfaction , 1993 .

[52]  R. Larsen,et al.  Promises and problems with the circumplex model of emotion. , 1992 .

[53]  Richard P. Bagozzi,et al.  Assessing Construct Validity in Organizational Research , 1991 .

[54]  M. Hui,et al.  Perceived Control and the Effects of Crowding and Consumer Choice on the Service Experience , 1991 .

[55]  H. Mano,et al.  The Structure and Intensity of Emotional Experiences: Method and Context Convergence. , 1991, Multivariate behavioral research.

[56]  R. Oliver,et al.  The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction , 1991 .

[57]  R. Batra,et al.  Encoding and Retrieval of Ad Affect in Memory , 1991 .

[58]  Elizabeth Cooper-Martin,et al.  Consumers and Movies: Some Findings on Experiential Products , 1991 .

[59]  Cynthia M. Webster.  Influences Upon Consumer Expectations of Services , 1991 .

[60]  Mary Jo Bitner,et al.  Evaluating service encounters: The effects of physical surroundings and employee responses. , 1990 .

[61]  Laurette Dubé-Rioux.  The Power of Affective Reports in Predicting Satisfaction Judgments , 1990 .

[62]  J. E. Swan,et al.  Postpurchase communications by consumers , 1989 .

[63]  G. A. Mendelsohn,et al.  Affect grid : A single-item scale of pleasure and arousal , 1989 .

[64]  Julie A. Edell,et al.  The Impact of Feelings on Ad-Based Affect and Cognition , 1989 .

[65]  D. Aaker,et al.  Are All the Effects of Ad-Induced Feelings Mediated by A(subscript)Ad? , 1988 .

[66]  D. Watson,et al.  Development and validation of brief measures of positive and negative affect: the PANAS scales. , 1988, Journal of personality and social psychology.

[67]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[68]  R. Bagozzi,et al.  On the evaluation of structural equation models , 1988 .

[69]  J. Edell,et al.  The Power of Feelings in Understanding Advertising Effects , 1987 .

[70]  M. Holbrook,et al.  Assessing the Role of Emotions as Mediators of Consumer Responses to Advertising , 1987 .

[71]  R. Westbrook.  Product/Consumption-Based Affective Responses and Postpurchase Processes , 1987 .

[72]  P. Shaver,et al.  Emotion knowledge: further exploration of a prototype approach. , 1987, Journal of personality and social psychology.

[73]  Ronald J. Faber,et al.  Effect of Media Advertising and other Sources on Movie Selection , 1984 .

[74]  Marsha L. Richins.  Negative Word-of-Mouth by Dissatisfied Consumers: A Pilot Study , 1983 .

[75]  E. Hirschman,et al.  Hedonic Consumption: Emerging Concepts, Methods and Propositions , 1982 .

[76]  J. Russell.  A circumplex model of affect. , 1980 .

[77]  R. Oliver.  A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions , 1980 .

[78]  P. Bentler,et al.  Significance Tests and Goodness of Fit in the Analysis of Covariance Structures , 1980 .

[79]  R. Zajonc.  Feeling and thinking : Preferences need no inferences , 1980 .

[80]  J. Russell,et al.  A Description of the Affective Quality Attributed to Environments , 1980 .

[81]  R. Plutchik.  Emotion, a psychoevolutionary synthesis , 1980 .

[82]  A. Mehrabian.  Basic Dimensions For A General Psychological Theory , 1980 .

[83]  Michael H. Burzynski,et al.  The Effect of Positive and Negative Prior Information on Motion Picture Appreciation , 1977 .

[84]  J. Russell,et al.  An approach to environmental psychology , 1974 .

[85]  E. S. Bartlett,et al.  Patterns of Emotions: A New Analysis of Anxiety and Depression , 1972 .

[86]  J. Arndt.  Role of Product-Related Conversations in the Diffusion of a New Product , 1967 .