The role of emotion in explaining consumer satisfaction and future behavioural intention

By D. Martin, Martin O'Neill, S. Hubbard, Adrian Palmer. 2008

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Investigating the key factors affecting behavioral intentions: evidence from a full-service restaurant setting. (2011, background): “perceived price) and affect are contributors to customer satisfaction, and they depend on customers' psychological characteristics, implying they should have a differential effect on behavioral intentions ( Martin et al. , 2008”
Emotional Intelligence in Marketing Exchanges (2011, background): “By increasing joint value, sales professionals create greater outcome satisfaction for buyers and increase the likelihood of future business (Martin et al. 2008; Mueller and Curhan 2006).”
Emotional timescapes: the temporal perspective and consumption emotions in services (2015, background): “This is particularly true of ESTs, which can last for hours (for example, restaurants, hairdressers) or even weeks (such as holidays), but even ‘brief’ service encounters have been shown to facilitate the experience of numerous emotions (Mattila and Enz, 2002).”
Beyond loyalty: customer satisfaction, loyalty, and fortitude (2013, background): “Positive relationships have also been found between emotional measures of satisfaction and repurchase intentions (Martin et al., 2008; Chitturi et al., 2008).”