The impact of affect on service quality and satisfaction: the moderation of service contexts

By Yingna Jiang, C. Wang. 2006

222 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/c1012509920368646778e147e8da77fcffcf81ac

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time (2010, background): “Understanding how consumers feel about a service experience has little value in practice or theory without a context or outcome, and emotions have been examined in relation to customer satisfaction (Westbrook & Oliver, 1991 ), post-purchase processes (Dube & Menon, 2000 ), cognition in forming sat”
Product Perceived Quality and Purchase Intention with Consumer Satisfaction (2015, background): “Customers calculate product superiority in terms of how much happiness they received from that product (jiang and wang, 2006).”
Customer Satisfaction, Perceived Service Quality and Mediating Role of Perceived Value (2012, unknown): “In simple words Jiang and Wang, (2006) defined it as the consumer’s evaluation of the service performance received and how it compared with their expectation. Another aspect Jiang and Wang, (2006) pointed out that, evaluations are not based on service attributes; rather these depend on a customer’s ”
Dimensions of Cruisers’ Experiences, Satisfaction, and Intention to Recommend (2010, background): “Emotions evoked during the consumption experience influence satisfaction judgements (e.g., del Bosque and Martin 2008), perceived service quality (e.g., Jiang and Wang 2006), and behavioral intentions (e.g., Bigné, Mattila, and Andreu 2008).”
Role of Airport Physical Environments in the Satisfaction Generation Process: Mediating the Impact of Traveller Emotion (2016, background): “Many researches have demonstrated the positive relationship between customer emotion (i.e. pleasure and arousal) and satisfaction (Jiang & Wang, 2006; Lin, 2010; Wirtz, Mattila, & Tan, 2000).”