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November 21, 2014
 
 
Canadian Excellence

Kalyani Menon




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Kalyani Menon

Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions (ABSTRACT)


Dubé, L., & Menon, K.

published: 2000 | Research publication | Refereed Journals - Marketing

Dubé, L., & Menon, K. (2000). " Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions". International Journal of Service Industry Management, 11 (3), 287-304.



ABSTRACT:  The focus of this paper is on the emotional experience of consumption and its impact on satisfaction in the context of extended service transactions. Drawing on a multi-component perspective of emotions, a series of research propositions is presented to specify how both retrospective global judgments of consumption emotions as well as their in-process experience (i.e. their experience during the sequence of episodes composing the transaction) determine post-purchase satisfaction in multiple ways. At the retrospective level, while the expected direct relationship between satisfaction and positive emotions will emerge, the equally expected inverse relationship between negative emotions and satisfaction will be found only for negative emotions attributed to the service provider. At the in-process level, the experience of distinct emotions at a certain stage of the service may influence the consumer's expectations for and perceptions of the provider performance, and/or the expressions and behaviors of the consumer himself and those of the provider in the subsequent episode.

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revised Jan 28/05

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