Investigating the Effect of Components of Consumption Emotions on Service Evaluation

ABSTRACT - We use an experiment to investigate the behavioral reaction component of consumer anger and anxiety during air travel and to show that the impact of these emotions on consumer evaluations is a function of the context specific nature of this component rather than of the overall subjective feeling state. We show that the behavioral reaction component elicited during anger and anxiety varies significantly from behavioral reactions in non-consumption contexts. Further, the impact of these emotions on consumer evaluation of the provider reaction to their emotions is a function of the correspondence between the consumer’s behavioral reaction and the provider response.



Citation:

Kalyani Menon and Laurette Dube (2001) ,"Investigating the Effect of Components of Consumption Emotions on Service Evaluation", in E - European Advances in Consumer Research Volume 5, eds. Andrea Groeppel-Klien and Frank-Rudolf Esch, Provo, UT : Association for Consumer Research, Pages: 233.

European Advances in Consumer Research Volume 5, 2001      Page 233

INVESTIGATING THE EFFECT OF COMPONENTS OF CONSUMPTION EMOTIONS ON SERVICE EVALUATION

Kalyani Menon, Wilfrid Laurier University, Canada

Laurette Dube, McGill University, Canada

ABSTRACT -

We use an experiment to investigate the behavioral reaction component of consumer anger and anxiety during air travel and to show that the impact of these emotions on consumer evaluations is a function of the context specific nature of this component rather than of the overall subjective feeling state. We show that the behavioral reaction component elicited during anger and anxiety varies significantly from behavioral reactions in non-consumption contexts. Further, the impact of these emotions on consumer evaluation of the provider reaction to their emotions is a function of the correspondence between the consumer’s behavioral reaction and the provider response.

----------------------------------------

Authors

Kalyani Menon, Wilfrid Laurier University, Canada
Laurette Dube, McGill University, Canada



Volume

E - European Advances in Consumer Research Volume 5 | 2001



Share Proceeding

Featured papers

See More

Featured

B8. Factors Influencing Collaborative Consumption Usage in the US market: An Exploratory Study

Pia Annette Albinsson, Appalachian State University
B. Yasanthi Perera, Brock University, Canada
Bidisha Burman, University of Mary Washington
Lubna Nafees, Appalachian State University

Read More

Featured

O9. The Role of Numerical Identification in Customer Reaction toward Service Failure

JIEXIAN (Chloe) HUANG, Hong Kong Polytechic University
Yuwei Jiang, Hong Kong Polytechic University

Read More

Featured

Thanks for Nothing: Expressing Gratitude Invites Exploitation by Competitors

Kelly Kiyeon Lee, Georgetown University, USA
Jeremy A. Yip, Georgetown University, USA
Cindy Chan, University of Toronto, Canada
Alison Wood Brooks, Harvard Business School, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.