The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors
By Jochen Wirtz, Anna S. Mattila, Rachel L.P. Tan. 2007
109 citations recorded by the source corpus.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/bd91fe3f746c0ab41fe2a54e58473962aa66bee9
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In Marketing
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Servicescape cues and customer behavior: a systematic literature review and research agenda (2013, background): “A new interest in arousal is evident in these papers, especially the arousal congruity between consumers' target-arousal levels and the actual arousal level, which has become a moderating variable in the evaluation process (Wirtz, Mattila, & Tan, 2007 ).”
- Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction (2010, background): “Specifically, the servicescape, the core product (i.e., the food served), and service encounters (i.e., customeremployee interactions) are positively linked to feelings of pleasure and satisfaction (Mehrabian & Russell, 1974; Mattila & Wirtz, 2000; Wirtz et al., 2007).”