The role of emotional satisfaction in service encounters

By A. Wong. 2004

358 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/e302cb76142ab0f81e6d7ce31e8d46f629d201b1

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In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Relationship marketing in A B2C context: The moderating role of personality traits (2010, background): “In the relationship marketing literature, Wong (2004) suggests that satisfaction positively influences relationship quality.”
An Empirical Analysis of Synthesizing the Effects of Festival Quality, Emotion, Festival Image and Festival Satisfaction on Festival Loyalty: A Case Study of Macau Food Festival (2015, neutral): “vice versa (Wong, 2004).”
Service Fairness, Consumption Emotions, Satisfaction, and Behavioral Intentions: The Experience of Chinese Heritage Tourists (2013, background): “Emotions influence satisfaction and behavioral intentions directly in the service evaluation process (Ladhari et al., 2008; Wirtz & Bateson, 1999; Wong 2004).”
Perceived value, customer attitude and loyalty in retailing (2008, background): “In this context, customer loyalty depends to a great extent on service customisation ( Ball et al ., 2006 ), personal communication management ( Jones and Farquhar, 2003 ) and feelings of enjoyment with regard to shopping at the store ( Wong, 2004 ).”
Emotional timescapes: the temporal perspective and consumption emotions in services (2015, background): “…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 relationship.”
The impact of perceived CSR on corporate reputation and purchase intention (2019, methodology): “We used the scaled developed by Wong (2004) because of its high reliability (0.90–0.92).”
Consumers’ Emotional Bonds with Foreign Countries: Does Consumer Affinity Affect Behavioral Intentions? (2011, methodology): “Drawing from social identity theory (Tajfel 1982) and Druckman’s (1994) social psychological perspective on group loyalties regarding country-related concepts, we can trace the theoretical roots of consumer affinity to the distinction between in- and out-groups and the potential inclusion of out-gro”
The role of emotion in explaining consumer satisfaction and future behavioural intention (2008, background): “Not surprisingly, positive emotion triggered by the provision of a high level of perceived service quality can therefore be linked to positive future behavioural intention, and vice versa ( Wong, 2004”
Make it memorable: customer experiences in winter amusement parks (2011, background): “The research focus so far is to focus on the cognitive perspective of satisfaction, and thus overlooks the emotional aspects ( Wong, 2004”