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The role of affect in consumer satisfaction judgments of credence-based services

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  • Alford, Bruce L.
  • Sherrell, Daniel L.

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  • Alford, Bruce L. & Sherrell, Daniel L., 1996. "The role of affect in consumer satisfaction judgments of credence-based services," Journal of Business Research, Elsevier, vol. 37(1), pages 71-84, September.
    • Handle: RePEc:eee:jbrese:v:37:y:1996:i:1:p:71-84
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    References listed on IDEAS

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    1. Oliver, Richard L & DeSarbo, Wayne S, 1988. "Response Determinants in Satisfaction Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 14(4), pages 495-507, March.
    2. Eugene W. Anderson & Mary W. Sullivan, 1993. "The Antecedents and Consequences of Customer Satisfaction for Firms," Marketing Science, INFORMS, vol. 12(2), pages 125-143.
    3. Stayman, Douglas M & Alden, Dana L & Smith, Karen H, 1992. "Some Effects of Schematic Processing on Consumer Expectations and Disconfirmation Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 19(2), pages 240-255, September.
    4. Sujan, Mita, 1985. "Consumer Knowledge: Effects on Evaluation Strategies Mediating Consumer Judgments," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 12(1), pages 31-46, June.
    5. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    6. Darby, Michael R & Karni, Edi, 1973. "Free Competition and the Optimal Amount of Fraud," Journal of Law and Economics, University of Chicago Press, vol. 16(1), pages 67-88, April.
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    1. Agustin V. Ruiz Vega & Consuelo Riano Gil & Carla Di Pierri Del Vecchio, 2014. "Do Low Price Signals Influence Online Purchases of Tourist Accommodation Services? The Moderating Role of Gender," Business and Management Research, Business and Management Research, Sciedu Press, vol. 3(4), pages 96-111, December.
    2. Cameron, Michaelle Ann & Baker, Julie & Peterson, Mark & Braunsberger, Karin, 2003. "The effects of music, wait-length evaluation, and mood on a low-cost wait experience," Journal of Business Research, Elsevier, vol. 56(6), pages 421-430, June.
    3. Fellesson, Markus & Salomonson, Nicklas, 2020. "It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    4. Roy, Rajat & Naidoo, Vik, 2021. "The role of implicit lay belief, SEC attributes and temporal orientation in consumer decision making," Journal of Business Research, Elsevier, vol. 122(C), pages 411-422.
    5. Bianchi, Constanza & Drennan, Judy, 2012. "Drivers of satisfaction and dissatisfaction for overseas service customers: A critical incident technique approach," Australasian marketing journal, Elsevier, vol. 20(1), pages 97-107.
    6. Friman, Margareta, 2004. "The structure of affective reactions to critical incidents," Journal of Economic Psychology, Elsevier, vol. 25(3), pages 331-353, June.
    7. Teng, Lefa & Xie, Chenxin & Liu, Tianjiao & Wang, Fan & Foti, Lianne, 2021. "The effects of uppercase vs. lowercase letters on consumers’ perceptions and brand attitudes," Journal of Business Research, Elsevier, vol. 136(C), pages 164-175.
    8. Frank, Björn & Herbas Torrico, Boris & Enkawa, Takao & Schvaneveldt, Shane J., 2014. "Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience," Journal of Retailing, Elsevier, vol. 90(4), pages 567-586.
    9. Alford, Bruce L. & Biswas, Abhijit, 2002. "The effects of discount level, price consciousness and sale proneness on consumers' price perception and behavioral intention," Journal of Business Research, Elsevier, vol. 55(9), pages 775-783, September.
    10. Ueltschy, Linda C. & Laroche, Michel & Tamilia, Robert D. & Yannopoulos, Peter, 2004. "Cross-cultural invariance of measures of satisfaction and service quality," Journal of Business Research, Elsevier, vol. 57(8), pages 901-912, August.
    11. Rajeev Kumra & Praveen Kumar Sharma, 2022. "Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(4), pages 372-386, December.
    12. Andersson, Pernille K. & Gustafsson, Anders & Kristensson, Per & Wästlund, Erik, 2016. "The effect of frontline employees’ personal self-disclosure on consumers’ encounter experience," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 40-49.
    13. Frank Huber & Frederik Meyer & Kai Vollhardt & Tobias Heußler, 2011. "Die Bedeutung von Emotionen für die wahrgenommene Fairness bei Preiserhöhungen," Schmalenbach Journal of Business Research, Springer, vol. 63(4), pages 404-426, June.
    14. Johnson, Devon & Grayson, Kent, 2005. "Cognitive and affective trust in service relationships," Journal of Business Research, Elsevier, vol. 58(4), pages 500-507, April.
    15. Young Sally K. Kim, 2010. "Consumer Penalty Evaluation: Differences Between Cooperative And Rebellious Customers," International Journal of Management and Marketing Research, The Institute for Business and Finance Research, vol. 3(1), pages 19-36.

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