Access the full text.
Sign up today, get DeepDyve free for 14 days.
R. Dhar, K. Wertenbroch (2000)
Consumer Choice between Hedonic and Utilitarian GoodsJournal of Marketing Research, 37
R. Westbrook, R. Oliver (1991)
The Dimensionality of Consumption Emotion Patterns and Consumer SatisfactionJournal of Consumer Research, 18
H. Mano, R. Oliver (1993)
Assessing the Dimensionality and Structure of the Consumption Experience: Evaluation, Feeling, and SatisfactionJournal of Consumer Research, 20
Jagdip Singh (1988)
Consumer Complaint Intentions and Behavior: Definitional and Taxonomical IssuesJournal of Marketing, 52
A. Mattila, Heejung Ro (2008)
Discrete Negative Emotions and Customer Dissatisfaction Responses in a Casual Restaurant SettingJournal of Hospitality & Tourism Research, 32
Michela Addis, M. Holbrook (2001)
On the conceptual link between mass customisation and experiential consumption: an explosion of subjectivityJournal of Consumer Behaviour, 1
Sandy Ng, Rebekah Russell–Bennett (2015)
The Role of Affect in Consumer Evaluation of Health Care ServicesHealth Marketing Quarterly, 32
Roger Bougie, R. Pieters, M. Zeelenberg (2003)
Angry customers don't come back, they get back: The experience and behavioral implications of anger and dissatisfaction in servicesJournal of the Academy of Marketing Science, 31
B. Tronvoll (2007)
Customer complaint behaviour from the perspective of the service‐dominant logic of marketingManaging Service Quality, 17
R. Lazarus (1991)
Progress on a cognitive-motivational-relational theory of emotion.The American psychologist, 46 8
Sander Svari, L. Olsen (2012)
The role of emotions in customer complaint behaviorsInternational Journal of Quality and Service Sciences, 4
K. Schoefer, A. Diamantopoulos (2008)
The Role of Emotions in Translating Perceptions of (In)Justice into Postcomplaint Behavioral ResponsesJournal of Service Research, 11
My Bui, A. Krishen, Kenneth Bates (2011)
Modeling regret effects on consumer post‐purchase decisionsEuropean Journal of Marketing, 45
K. Schoefer, A. Diamantopoulos (2009)
A Typology of Consumers' Emotional Response Styles During Service Recovery EncountersNeuroeconomics eJournal
C. Claeys, I. Roozen (2014)
The impact of the emotional and functional component of the customer experience on the company-customer relationship in hedonic and utilitarian service contextsReview of Business and Economic Literature, 58
Kevin Voss, Eric Spangenberg, Bianca Grohmann (2003)
Measuring the Hedonic and Utilitarian Dimensions of Consumer AttitudeJournal of Marketing Research, 40
Advances in Consumer Research, 11
R. Westbrook (1987)
Product/Consumption-Based Affective Responses and Postpurchase ProcessesJournal of Marketing Research, 24
C. Wang, Yingna Jiang (2019)
Examining consumer affective goal pursuit in servicesAsia Pacific Journal of Marketing and Logistics
Lisa Watson, Mark Spence (2007)
Causes and consequences of emotions on consumer behaviour: A review and integrative cognitive appraisal theoryEuropean Journal of Marketing, 41
Jahyun Song, Hailin Qu (2017)
The mediating role of consumption emotionsInternational Journal of Hospitality Management, 66
F.J.M. Laros, J. Steenkamp (2005)
Emotions in consumer behavior: A hierarchical approachJournal of Business Research, 58
J. Alba, Elanor Williams (2013)
Pleasure principles: A review of research on hedonic consumptionJournal of Consumer Psychology, 23
Asia Pacific Journal of Marketing and Logistics, 32
Aude Rychalski, S. Hudson (2017)
Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service contextJournal of Business Research, 71
J. Russell (1983)
Pancultural Aspects of the Human Conceptual Organization of EmotionsJournal of Personality and Social Psychology, 45
L. Harrison‐Walker (2012)
The role of cause and affect in service failureJournal of Services Marketing, 26
M. Zeelenberg, R. Pieters (1999)
Comparing Service Delivery to What Might Have BeenJournal of Service Research, 2
Barry Babin, William Darden, Mitch Griffin (1994)
Work and/or Fun: Measuring Hedonic and Utilitarian Shopping ValueJournal of Consumer Research, 20
Yi-Chun Ou, P. Verhoef (2017)
The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity driversJournal of Business Research, 80
C. Fornell, D. Larcker (1981)
Evaluating structural equation models with unobservable variables and measurement error.Journal of Marketing Research, 18
B. Edvardsson (2005)
Service quality: beyond cognitive assessmentManaging Service Quality, 15
Heesup Han, K. Back, B. Barrett (2009)
Influencing factors on restaurant customers' revisit intention: the roles of emotions and switching barriers.International Journal of Hospitality Management, 28
L. Dubé, K. Menon (2000)
Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactionsInternational Journal of Service Industry Management, 11
Madeline Johnson, G. Zinkhan (1991)
Emotional Responses to a Professional Service EncounterJournal of Services Marketing, 5
(1993)
Profiles of consumer emotions and satisfaction in ownership and usage
W. Chan, C. To, W. Chu (2015)
Materialistic consumers who seek unique products : how does their need for status and their affective response facilitate the repurchase intention of luxury goods?Journal of Retailing and Consumer Services, 27
N. Robertson, R. Shaw (2009)
Predicting the Likelihood of Voiced Complaints in the Self-Service Technology ContextJournal of Service Research, 12
R. Batra, O. Ahtola (1991)
Measuring the hedonic and utilitarian sources of consumer attitudesMarketing Letters, 2
G. Clore, A. Ortony, M. Foss (1987)
The psychological foundations of the affective lexicon.Journal of Personality and Social Psychology, 53
R. Oliver (1980)
A Cognitive Model of the Antecedents and Consequences of Satisfaction DecisionsJournal of Marketing Research, 17
Yingna Jiang, C. Wang (2006)
The impact of affect on service quality and satisfaction: the moderation of service contextsJournal of Services Marketing, 20
J. Sweeney, G. Soutar (2001)
Consumer perceived value: The development of a multiple item scaleJournal of Retailing, 77
E. Arnould, Linda Price (1993)
River Magic: Extraordinary Experience and the Extended Service EncounterJournal of Consumer Research, 20
Heesup Han, C. Jeong (2013)
Multi-dimensions of patrons' emotional experiences in upscale restaurants and their role in loyalty formation: emotion scale improvement.International Journal of Hospitality Management, 32
A. Mattila, C. Enz (2002)
The Role of Emotions in Service EncountersJournal of Service Research, 4
J. Bigné, A. Mattila, L. Andreu (2008)
The impact of experiential consumption cognitions and emotions on behavioral intentionsJournal of Services Marketing, 22
E. Hirschman, M. Holbrook (1982)
Hedonic Consumption: Emerging Concepts, Methods and PropositionsJournal of Marketing, 46
Brian Yim, K. Byon (2018)
The Influence of Emotions on Game and Service Satisfaction and Behavioral Intention in Winning and Losing Situations: Moderating Effect of Identification with the TeamSport Marketing Quarterly
B. Tronvoll (2012)
A dynamic model of customer complaining behaviour from the perspective of service‐dominant logicEuropean Journal of Marketing, 46
M. Kalamas, M. Laroche, Lucy Makdessian (2008)
Reaching the boiling point: Consumers' negative affective reactions to firm-attributed service failuresJournal of Business Research, 61
L. Dubé, Michael Morgan (1998)
Capturing the dynamics of in-process consumption emotions and satisfaction in extended service transactionsInternational Journal of Research in Marketing, 15
Jaime Ortiz, Tao-Sheng Chiu, Chih Wen-Hai, Che-Wei Hsu (2017)
Perceived justice, emotions, and behavioral intentions in the Taiwanese food and beverage industryInternational Journal of Conflict Management, 28
J. Russell (2003)
Core affect and the psychological construction of emotion.Psychological review, 110 1
Riadh Ladhari (2007)
The movie experience: A revised approach to determinants of satisfactionJournal of Business Research, 60
Andrew Parsons (1991)
Building Innovativeness in Large U.S. CorporationsJournal of Services Marketing, 5
Riadh Ladhari, Nizar Souiden, B. Dufour (2017)
The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentionsJournal of Retailing and Consumer Services, 34
R. Day (1984)
Modeling Choices Among Alternative Responses to DissatisfactionACR North American Advances
Veronica Liljander, T. Strandvik (1997)
Emotions in service satisfactionInternational Journal of Service Industry Management, 8
S. Jang, Young Namkung (2009)
Perceived quality, emotions, and behavioral intentions: Application of an extended Mehrabian-Russell model to restaurantsJournal of Business Research, 62
R. Bagozzi, Youjae Yi (1988)
On the evaluation of structural equation modelsJournal of the Academy of Marketing Science, 16
R. Oliver (1999)
Whence Consumer LoyaltyJournal of Marketing, 63
Greater attention should be paid to the emotional aspects of the service experience. In this context, this paper aims to propose that emotions will have a different impact on customers’ complaint behavior and satisfaction depending on the hedonic or utilitarian nature of the service and for this purpose a valence-based approach is followed.Design/methodology/approachA sample of 809 service users was analyzed through multi-group structural equation modeling, including both hedonic (bars and cafeterias, n = 210) and utilitarian services (bank and public transportation services, n = 599).FindingsResearch findings show the different influence of emotions on customers’ complaint behavior and satisfaction depending on the service nature. Further, the negative affect does not influence behavioral outcomes in hedonic services, whereas positive affect exerts a slight lower influence in utilitarian services. Finally, the service nature plays a moderating role in the emotions–satisfaction and emotions–complaint behavior relationship.Originality/valueThis research shows the important role of the service nature, reporting different results for hedonic and utilitarian services in the influence of emotions in behavioral outcomes.
International Journal of Quality and Service Sciences – Emerald Publishing
Published: Sep 14, 2021
Keywords: Services; Emotions; Customer behavior; Hedonic services; Utilitarian services
Read and print from thousands of top scholarly journals.
Already have an account? Log in
Bookmark this article. You can see your Bookmarks on your DeepDyve Library.
To save an article, log in first, or sign up for a DeepDyve account if you don’t already have one.
Copy and paste the desired citation format or use the link below to download a file formatted for EndNote
Access the full text.
Sign up today, get DeepDyve free for 14 days.
All DeepDyve websites use cookies to improve your online experience. They were placed on your computer when you launched this website. You can change your cookie settings through your browser.