The dynamic role of consumption emotions: Implications for the service quality, satisfaction and word of mouth process

White, C 2007, 'The dynamic role of consumption emotions: Implications for the service quality, satisfaction and word of mouth process', in Effective decision making through knowledge management, Bangkok, Thailand, 11-15 July 2007.


Document type: Conference Paper
Collection: Conference Papers

Title The dynamic role of consumption emotions: Implications for the service quality, satisfaction and word of mouth process
Author(s) White, C
Year 2007
Conference name 9th International Decision Science Institute Conference
Conference location Bangkok, Thailand
Conference dates 11-15 July 2007
Proceedings title Effective decision making through knowledge management
Publisher National Institute of Development Administration
Place of publication Bangkok, Thailand
Abstract The aim of this study was to determine the validity of a three factor model of emotions and to simultaneously examine the relationship between emotions and the service quality - satisfaction - word of mouth intentions process. The findings indicated that a three factor model was more appropriate than a two factor conceptualisation, and after minor modifications, demonstrated an acceptable fit to the data. Additionally, an examination of the role of emotions on overall service quality (OSQ), overall satisfaction (OS) and word of mouth intentions (W of M) at two time periods within an extended service encounter, revealed for the first time the complexity of the relationship, and a number of theoretical and practical considerations are discussed.
Subjects Marketing not elsewhere classified
Copyright notice © 2007 InterDSI & APDSI2007
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