Multiple roles of consumption emotions in post‐purchase satisfaction with extended service transactions

By Laurette Dube, K. Menon. 2000

308 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/d5040ac49f14190630fe014976212cb8a6fbbc75

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

In Social Psychology

Citations in the corpus

Measuring Tourists’ Emotional Experiences toward Hedonic Holiday Destinations (2010, background): “For example, Dubé and Menon (2000) note the direct relationship between positive emotion and satisfaction.”
Multi-dimensions of patrons' emotional experiences in upscale restaurants and their role in loyalty formation: emotion scale improvement. (2013, background): “(2010) followed a multidimensional view in that employing only summed positive and negative emotion measures would not be enough to capture the variety and nature of consumption-based emotional experiences (Dube and Menon, 2000; Han and Back, 2007; Westbrook and Oliver, 1991).”
Investigating the key factors affecting behavioral intentions: evidence from a full-service restaurant setting. (2011, unknown): “In this study, by “service emotions” we refer to the affective responses produced by one's perception of service attributes ( Dube and Menon, 2000”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, methodology): “The present study investigated the influence of consumption emotions on downstream variables by adopting a multidimensional view of emotional experiences (Dube & Menon, 2000; Han, Back, & Barrett, 2009; Westbrook & Oliver, 1991).”
Emotional timescapes: the temporal perspective and consumption emotions in services (2015, background): “In the past decade, research has started to answer calls for customer satisfaction research to include emotional factors more prominently (e.g. Dube and Menon, 2000; Wong, 2004; Martin et al., 2008); these studies however have mainly focused on the emotional impact of the patron-employee…”
Festival Tourists’ Emotion, Perceived Value, and Behavioral Intentions: A Test of the Moderating Effect of Festivalscape (2011, result): “As the role of customer emotions is of high importance in such services, previous studies have demonstrated the importance of emotions experienced in defining consumption experiences and consumer reactions (Babin, et al., 1998; Dubé & Menon, 2000; Jang & Namkung, 2009; Lee et al., 2008).”
The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time (2010, background): “In reviewing the relationship between satisfaction and emotions, Dube and Menon (2000) presented a number of propositions, some of which are relevant to this study, and are related to the impact of various types of negative emotions on satisfaction.”
Emotions in Tourism: Theoretical Designs, Measurements, Analytics, and Interpretations (2020, background): “The first perspective suggests emotions mediate between cognitive evaluations (e.g., perceived product performance) and overall satisfaction (see Bigné, Mattila, and Andreu 2008; Dubé and Menon 2000; Schoefer 2008).”
Influencing factors on restaurant customers' revisit intention: the roles of emotions and switching barriers. (2009, background): “particularly in the context of service consumption (Dube and Menon, 2000).”
The dimensions of rural tourism experience: impacts on arousal, memory, and satisfaction (2018, background): “Various studies have shown that emotions experienced by consumers influence their satisfaction (see for example Dube & Menon, 2000; Han & Back, 2008; Hosany & Gilbert, 2010; Mano & Oliver, 1993).”