Emotional timescapes: the temporal perspective and consumption emotions in services
By L. Maguire, Susi Geiger. 2015
88 citations recorded by the source corpus.
Purpose – This study aims to examine how the temporal aspect of service consumption impacts the emotions that are created within consumers during service encounters. Design/methodology/approach – The authors adopted mobile phone or ‘SMS’ diaries to capture the emotions that participants experienced at the very moment they were being felt or ‘in-vivo’. The study included thirteen different services including both ‘brief’ and ‘extended service transactions’. Findings – The study suggests that the temporal perspective is a dominant cause of consumption emotions in services, influencing consumers’ emotions from before the service encounter commences to its conclusion and, in some cases, beyond the conclusion of the service event. Other antecedents of consumption emotions such as interactions with staff and the servicescape are influenced by and interwoven with this temporal aspect. By capturing emotions as they were experienced, recall difficulties that might have been encountered had the emotions been measur...
Subfields: Marketing, Sociology and Political Science
View Paper: https://www.semanticscholar.org/paper/791ca16cb579a385790c07732df20be186a5d627
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Citations in the corpus
- The Multilevel Nature of Customer Experience Research: An Integrative Review and Research Agenda (2018, unknown): “…in evaluating single touchpoints with a firm, other scholars emphasize the importance of adopting a dynamic perspective, since emotions come into play throughout the customer journey (Klaus 2013) and may change quickly (Holbrook and Gardner 1993; Maguire and Geiger 2015; Puccinelli et al. 2009).”
- Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research (2020, unknown): “Experienced emotions affect customers at different stages of the purchase decision process (Roster, and Richins, 2009; Maguire and Geiger, 2015).”
- Understanding emotional customer experience and co-creation behaviours in luxury hotels (2019, background): “…studies; (2) Although a more recent study has provided evidence that a service interaction can trigger more than one customer emotion 3|32 (Maguire and Geiger, 2015), many previous hospitality studies only focused on examining the impact of service-related factors on customers’ binary…”