IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-642-37270-4_79.html
   My bibliography  Save this book chapter

The Impact of Consumption Emotions on Service Quality and Customer Satisfaction

In: The 19th International Conference on Industrial Engineering and Engineering Management

Author

Listed:
  • Guo-li Pu

    (Xi’an University of Technology
    Xi’an Jiaotong University)

  • Qin Su

    (Xi’an Jiaotong University)

Abstract

AlthoughThis research is supported by the Special Foundation of Key Disciplines of Shaanxi Province (Grant: 00X901) and the Soft Science Foundation of Shaanxi Province (Grant: 2012KRM118) the important role of service quality and customer satisfaction has been generally recognized, almost all the studies have been based on the cognition. Recent researches suggest that consumption emotions have important impact on both of them. Based on a framework of “Attribution—Emotion—Action” come up by Weiner, this article develops a model including emotion, cognition, service quality and customer satisfaction. The model and hypotheses are empirically tested, the results indicate that consumption emotions are significantly related to consumer cognitions, both of which have significant influence on total service quality and customer satisfaction. Positive emotions have positively significant influence while negative emotions of self-attribution and external attribution are significantly and negatively related to total service quality and customer satisfaction.

Suggested Citation

  • Guo-li Pu & Qin Su, 2013. "The Impact of Consumption Emotions on Service Quality and Customer Satisfaction," Springer Books, in: Ershi Qi & Jiang Shen & Runliang Dou (ed.), The 19th International Conference on Industrial Engineering and Engineering Management, edition 127, chapter 0, pages 837-845, Springer.
    • Handle: RePEc:spr:sprchp:978-3-642-37270-4_79
    DOI: 10.1007/978-3-642-37270-4_79
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-642-37270-4_79. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.