Journal ArticleDOI
Consumer Satisfaction with Services
Jochen Wirtz,John E.G. Bateson +1 more
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TLDR
In this paper, a conceptual model is proposed that integrates the research on the environmental perspective of service experiences with the standard satisfaction model, and an experiment was conducted to test a part of this model.About:
This article is published in Journal of Business Research.The article was published on 1999-01-01. It has received 361 citations till now. The article focuses on the topics: Consumer behaviour & Affect (psychology).read more
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Congruency of scent and music as a driver of in-store evaluations and behavior
Anna S. Mattila,Jochen Wirtz +1 more
TL;DR: In this paper, the authors extend the notion of Gestalt to consumers' perceptions of retail environments and demonstrate that consumers perceive Servicescapes holistically when ambient scent and music are congruent with each other in terms of their arousing qualities.
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Tourist satisfaction a cognitive-affective model
TL;DR: In this article, a model explaining the interrelationships between psychological variables of the tourist is developed and the results show that preconceived image of the destination influences expectations and tourist loyalty, and there is support for the impact of expectations and emotions on satisfaction, which has a significant influence on behavioral intentions.
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The Effect of Customers' Emotional Responses to Service Failures on Their Recovery Effort Evaluations and Satisfaction Judgments
Amy K. Smith,Ruth N. Bolton +1 more
TL;DR: In this article, the role of customer emotions in the context of service failure and recovery encounters is examined, and the results suggest that customers' emotional responses to service failures will influence their recovery effort evaluations and satisfaction judgments in some circumstances and the effects of emotion vary across industry settings.
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The theme park experience: an analysis of pleasure, arousal and satisfaction.
TL;DR: In this paper, the authors analyzed how visitors' emotions in a theme park environment influence satisfaction and behavioral intentions, and found that visitors' willingness to pay more for the service is more likely to be induced by disconfirmation than by satisfaction alone.
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The contribution of emotional satisfaction to consumer loyalty
Yi Ting Yu,Alison Dean +1 more
TL;DR: The authors explored the role of emotions in satisfaction, and compared the predictive ability of the cognitive and affective elements of customer satisfaction, finding that both positive and negative emotions, and the cognitive component of satisfaction correlate with loyalty.
References
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Journal Article
SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality.
TL;DR: In this paper, the authors describe the development of a 22-item instrument (called SERVQUAL) for assessing customer perceptions of service quality in service and retailing organizations, and the procedures used in constructing and refining a multiple-item scale to measure the construct are described.
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On the evaluation of structural equation models
Richard P. Bagozzi,Youjae Yi +1 more
TL;DR: In this article, structural equation models with latent variables are defined, critiqued, and illustrated, and an overall program for model evaluation is proposed based upon an interpretation of converging and diverging evidence.
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A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
TL;DR: In this paper, a model is proposed which expresses consumer satisfaction as a function of expectation and expectancy disconfirmation, in turn, is believed to influence attitude change and purchase i...
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Servicescapes: The Impact of Physical Surroundings on Customers and Employees:
TL;DR: A typology of service organizations is presented and a conceptual framework is advanced for exploring the impact of physical surroundings on the behaviors of both customers and employees as mentioned in this paper, where the authors propose a typology for service organizations.