A Longitudinal Study of Affect and Satisfaction in a High Emotion Service Context
Emotions have been extensively discussed in models of buyer behaviour and customer satisfaction, but inadequately conceptualised in relation to involvement and motivation. Furthermore, comparatively little longitudinal research has studied the role of affect in this context. This research examines emotions felt by graduates attending a graduation ceremony. Emotions, motivation and involvement were measured before and again after the event, additionally with satisfaction and behavioural intention. Using SEM with a sample of 441 demonstrated that the effect of emotions on recommendation was mediated by behavioural involvement. Personal motives had a direct effect on behavioural intention, and indirect effect mediated through involvement.
Nicole Koenig-Lewis and Adrian Palmer (2011) ,"A Longitudinal Study of Affect and Satisfaction in a High Emotion Service Context", in E - European Advances in Consumer Research Volume 9, eds. Alan Bradshaw, Chris Hackley, and Pauline Maclaran, Duluth, MN : Association for Consumer Research, Pages: 169-175.
Nicole Koenig-Lewis, Swansea University
Adrian Palmer, Swansea University
E - European Advances in Consumer Research Volume 9 | 2011
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