The Role of Consumption Emotions in the Satisfaction Response

By D. Phillips, H. Baumgartner. 2002

461 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management, Social Psychology

View Paper: https://www.semanticscholar.org/paper/bc03e10f20f4ea02c313e476936d883dac4a1fb8

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Pleasure principles: A review of research on hedonic consumption (2013, background): “…events so as not to do 1 Marketing scholars and practitioners have been keenly interested in the role of expectations from the perspective of customer satisfaction (e.g., Phillips & Baumgartner, 2002), because it is widely thought that unmet expectations lead to dissatisfaction (Oliver, 1980).”
Understanding Airline Travelers’ Perceptions of Well-Being: The Role of Cognition, Emotion, and Sensory Experiences in Airline Lounges (2016, unknown): “…are directly linked to their subsequent behavior, such as satisfaction and behavioral intentions (Adaval, 2001; Babin & Babin, 2001; Bigné, Mattila, & Andreu, 2008; Chebat & Slusarczyk, 2005; Gracia, Bakker, & Grau, 2011; Ladhari, 2007; Phillips & Baumgartner, 2002; Pollai, Hoelzl, & Possas, 2010).”
Mediating Effects of Place Attachment and Satisfaction on the Relationship between Tourists’ Emotions and Intention to Recommend (2017, background): “Findings also align with previous research in marketing (Phillips and Baumgartner 2002; Westbrook 1987) and tourism (del Bosque and San Martin 2008; Lee et al. 2008), suggesting that negative emotions attenuate satisfaction levels.”
Feeling The Urge: Affect in Impulsive and Compulsive Buying (2012, background): “Many researchers support this view of affect being distinguished as either positive or negative (see, e.g., Beatty and Ferrell 1998; Dube and Morgan 1998; Jones et al. 2007; Mano and Oliver 1993; Phillips and Baumgarter 2002; Westbrook 1987).”
Delighted or Satisfied? Positive Emotional Responses Derived from Theme Park Experiences (2017, background): “…how consumption of the theme park makes them feel (Lin, Morais, Kerstetter, & Hou, 2007), experience positive or negative emotions as a result of the consumption and these expectations, and evaluate the discrepancy between the experienced and anticipated emotions (Phillips & Baumgartner, 2002).”
Relationships Among Image Congruence, Consumption Emotions, and Customer Loyalty in the Lodging Industry (2008, methodology): “Because consumption emotions are described as affective responses generated by consuming (Phillips, 1999) and because emotional response occurs before consumption judgment about a product and service feature or itself (Oliver, 1997), this bias may influence customers’ emotional response.”
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors (2007, background): “This research aims to investigate the matching effects between arousal-level expectations and perceived stimulation (i.e. arousal congruency) on satisfaction and in-store behaviors.”
The Role of Anticipated Emotions in Purchase Intentions (2016, background): “In addition, most researchers have focused on some, but not all, of these groups of AEs (e.g., Patrick et al., 2009a; Philips & Baumgartner, 2002).”
Hope and self regulatory goals applied to an advertising context : promoting prevention stimulates goal-directed behavior (2008, background): “This approach has been widely applied when studying the role of emotions in a consumer context (Chaudhuri, 1998; Gorn et al., 2001; Philips and Baumgartner, 2002).”
Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations (2020, background): “Phillips and Baumgartner (2002) also confirm emotions affect satisfaction over and above cognition’s predictive power (expectations, product performance and disconfirmation).”