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| Author: | Mattila, A. Wirtz, J. |
| Title: | The role of preconsumption affect in postpurchase evaluation of services |
| Journal: | Psychology & Marketing
2000 : JUL, VOL. 17:7, p. 587-605 |
| Index terms: | Consumer behaviour Purchasing Evaluation Service Psychology Models |
| Language: | eng |
| Abstract: | The primary objective is to examine the impact of preconsumption affect on consumers' postpurchase evaluations. Data were collected at two points of time: at the preprocess stage and immediately after the core service delivery. The results of this study suggest that pleasure and arousal, the two dimensions of emotional responses to the preprocess service environment, may interact in determining postpurchase evaluations. |
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