The role of preconsumption affect in postpurchase evaluation of services

By Anna S. Mattila, Jochen Wirtz. 2000

214 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/dc698cbd7af7d2ef5d5d5ba4dab7ec08c380d9e3

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Citations in the corpus

Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust (2007, background): “Mattila and Wirtz [62] also showed that consumer's initial affective reaction leads them to mood consistent information, which is related to cognitive perception of integrity.”
The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors (2007, methodology): “We chose Meharabian and Russell’s circumplex model as our emotions framework since this model is strongly supported in environmental psychology, and it is arguably the most widely applied model of affect in the context of service environments (Bitner, 1992; Donovan and Rossiter, 1982; Donovan et al.”
Customer emotions and their triggers in luxury retail: Understanding the effects of customer emotions before and after entering a luxury shop (2016, methodology): “According to the affect-as-information model, people perform the evaluative judgment task based on their mood (Mattila & Wirtz, 2000).”
Satisfaction with service recovery: Perceived justice and emotional responses (2009, background): “…and feelings that they experience with the SR. Researchers also use this cognitive–affective sequence to try to understand different aspects of consumer behavior such as satisfaction (Mattila and Wirtz, 2000) and attributions of causality in the face of service failure (Szymanski and Henard, 2001).”
The effects of anticipatory emotions on service satisfaction and behavioral intention (2014, background): “…literature (Bagozzi et al. 1998; Klaaren et al. 1994; Mason and Simmons 2012; Wilson et al. 1989), it has been noted that very little empirical research has been undertaken linking affective expectations and satisfaction (Ladhari 2007b; Mattila and Wirtz 2000; Phillips and Baumgartner 2002).”
What makes a useful online review? Implication for travel product websites. (2015, background): “In terms of user–computer interaction, Mattila and Wirtz (2000) stressed that consumers’ affective reaction is important as a cognitive process to understand consumer behaviour and, in particular, emotion is essential in the evaluation process of products.”