search query: @indexterm Experience / total: 231
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| Author: | Koenig-Lewis, N. Palmer, A. |
| Title: | Experiential values over time - a comparison of measures of satisfaction and emotion |
| Journal: | Journal of Marketing Management
2008 : FEB, VOL. 24:1-2, p. 69-85 |
| Index terms: | consumer satisfaction experience emotions behavioural science models graduates universities United Kingdom |
| Language: | eng |
| Abstract: | This paper reviews on a longitudinal, quantitative study of the effects of satisfaction (here as: satfn.) and emotions on future behavioural intention (as: beh-int). A literature review identifies growing evidence of the effects of an individual's emotional state on consumption decisions. There is evidence that measures of satfn. are poor predictors of repeat buying behaviour, possibly due to their failure to adequately incorporate an affective element. This study tracked over 350 graduates attending a graduation ceremony during six months with recording their level of satfn., and the emotions evoked by the experience of attending. Satfn. was observed to be a poor predictor of an individual's likelihood of recommending attendance at a future graduation ceremony to a friend. In addition, satfn. had a declining effect over time. However, the level of positive emotions evoked after six months continued to be strongly associated with beh-int. This paper informs methodologies for measuring customer satisfaction etc. |
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