The moderating role of target-arousal on the impact of affect on satisfaction—an examination in the context of service experiences

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The impact of affect on service quality and satisfaction: the moderation of service contexts (2006, background): “In addition, companies should also manage consumers’ expected arousal level (Wirtz et al., 2000).”
The impact of experiential consumption cognitions and emotions on behavioral intentions (2008, methodology): “Building on recent advances in service satisfaction (Mattila and Wirtz, 2000; Wirtz et al., 2000), this study extends the existing literature by jointly investigating the impact of emotions (arousal and pleasure), disconfirmation and satisfaction on customers’ behavioral intentions such as loyalty a”
Restaurant Servicescape, Service Encounter, and Perceived Congruency on Customers' Emotions and Satisfaction (2010, background): “…researchers have examined the impact of scent, color, and background music on individuals’ affective states (Dube & Morin, 2001), satisfaction (Wirtz et al., 2000; Michleit & Mantel, 2001; Lin, 2010), and behaviors such as approach or avoidance (Mehrabian & Russell, 1974; Mattila & Wirtz,…”
Emotion as a Connection of Physical Artifacts and Organizations (2004, background): “It may be that evoking high arousal is critical for dynamic organizations (e.g., a sports team), while evoking calmness is critical when organizational constituents need to be calmed down (e.g., a hospital) ( Wirtz et al. 2000 ).”