haku: @author Tan, R. / yhteensä: 3
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| Tekijä: | Wirtz, J. Mattila, A. Tan, R. |
| Otsikko: | The moderating role of target-arousal on the impact of affect on satisfaction -- an examination in the context of service experience |
| Lehti: | Journal of Retailing
2000 : FALL, VOL. 76:3, p. 347-366 |
| Asiasana: | RETAILING ROLES SERVICE |
| Kieli: | eng |
| Tiivistelmä: | Recently, an increasing number of studies have focused on the emotional role of satisfaction in the consumption of services. In this study, a new moderating variable called "target-arousal level" was introduced to advance the understanding of the role of pleasure and arousal in the satisfaction evaluation process. The results from the authors' experimental study indicate that the traditional pleasure-arousal interaction effect (i.e., Mehrabian and Russell, 1974) might be limited to high target arousal situations. |
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