The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective

By Christian Homburg, Nicole Koschate, Wayne D. Hoyer. 2006

525 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/2f3286d75e49296a81770634eb76fc8c83865a2d

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Citations in the corpus

The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time (2010, background): “An exception to the cross-sectional trend was the work of Homburg et al. (2006) who examined the impact of cognition and affect on customer satisfaction at three time points during an extended service encounter.”
The measurement of the construct satisfaction in higher education (2009, background): “In the same line, Homburg et al. (2006), suggest that cognition and affect conjointly better explain the construct satisfaction.”
The effect of superstitious beliefs on performance expectations (2009, result): “This is in line with research demonstrating that the impact of cognition versus affect on satisfaction judgments changes over time (Homburg et al. 2006).”
The role of aesthetic taste in consumer behavior (2012, result): “This view is in line with a current stream of research on the importance of hedonic aspects in consumption (e.g., Babin et al. 1994; Batra and Ahtola 1991; Homburg et al. 2006).”
Immediate and delayed advertising effects of celebrity endorsers’ attractiveness and expertise (2010, background): “For instance, Homburg et al. (2006) found that the influence of cognition on customer satisfaction increases over time, whereas the impact of affect decreases.”
The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers (2017, background): “Homburg, Koschate, and Hoyer (2006) find that the judgment pattern of the main effect of emotions on satisfaction decreases over time.”
The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “…Berry et al. (2002), Smith and Bolton (2002), Laros and Steenkamp (2005), Spangenberg et al. (2005), Beverland et al. (2006), Garlin and Owen (2006), Homburg et al. (2006), Cowley (2007), Gentile et al. (2007), Schouten et al. (2007), Nelson and Meyvis (2008), Brakus et al. (2009), Puccinelli…”
The Roles of Habit, Self-Efficacy, and Satisfaction in Driving Continued Use of Self-Service Technologies (2013, background): “Moreover, prior research has shown that customer satisfaction is not static in nature and should be viewed from a dynamic perspective (Homburg, Koschate, and Hoyer 2006).”