The impact of mood states and surprise cues on satisfaction

The impact of mood states and surprise cues on satisfaction Mood effects have been studied in consumer behavior literature, but prior research investigating the joint impact of mood and surprise on satisfaction is scant. To bridge this gap, this study examines the relationship among these three constructs. We manipulated customers’ pre-consumption mood and provided surprise cues with hypothetical scenarios in a 2 by 2 factorial design in a restaurant setting. The results show that a positive surprise yields high satisfaction without a significant effect from customers’ pre-consumption mood. Conversely, with a negative surprise, customers in a negative pre-consumption mood indicate lower satisfaction than those in a positive mood. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Hospitality Management Elsevier

The impact of mood states and surprise cues on satisfaction

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Publisher
Elsevier
Copyright
Copyright © 2009 Elsevier Ltd
ISSN
0278-4319
D.O.I.
10.1016/j.ijhm.2009.10.022
Publisher site
See Article on Publisher Site

Abstract

Mood effects have been studied in consumer behavior literature, but prior research investigating the joint impact of mood and surprise on satisfaction is scant. To bridge this gap, this study examines the relationship among these three constructs. We manipulated customers’ pre-consumption mood and provided surprise cues with hypothetical scenarios in a 2 by 2 factorial design in a restaurant setting. The results show that a positive surprise yields high satisfaction without a significant effect from customers’ pre-consumption mood. Conversely, with a negative surprise, customers in a negative pre-consumption mood indicate lower satisfaction than those in a positive mood.

Journal

International Journal of Hospitality ManagementElsevier

Published: Sep 1, 2010

References

  • A survey method for identifying key drivers of guest delight
    Crotts, J.C.; Pan, B.; Raschid, A.E.
  • Emotions in service satisfaction
    Liljander, V.; Strandvik, T.
  • The role of preconsumption affect in postpurchase evaluation of services
    Mattila, A.; Wirtz, J.
  • Service quality, customer satisfaction, and customer value: a holistic perspective
    Oh, H.
  • Customer loyalty in extended service settings: the interaction between satisfaction, value attainment and positive mood
    Ruyter, K.; Bloemer, J.
  • The relationship among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions
    Ryu, K.; Han, H.; Kim, T.

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