| Autor: |
Meirovich, Gavriel, Bahnan, Nisreen, Haran, Elizabeth |
| Předmět: |
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| Zdroj: |
Journal of Applied Management & Entrepreneurship; Jan2013, Vol. 18 Issue 1, p27-50, 24p |
| Abstrakt: |
Executive Summary. The present study seeks to explore the relationships between quality, emotions and satisfaction in consumption process. The acknowledgement of the essential role of emotions does not preclude the differences concerning direction of relationships between cognitive appraisals, such as quality, and emotions and satisfaction. The previous approaches applied in gauging quality have certain limitations. This study uses two dimensions of quality structure -- quality of design and quality of conformance. We suggest that their combination tends to trigger a particular set of emotions in terms of their valence and intensity and certain level of customer satisfaction. The sample of 233 college students was asked to select externally attributed emotions arising from four scenarios for food establishments. The videotape simulation method was used to enhance validity of empirical study. The valence and the intensity of emotions among the four scenarios were tested using ANOVA and structural equation modeling. The findings indicate firstly, a significant relationship between possible combinations of quality components and customers' affective responses, and secondly, a partial mediating role of emotions between quality and satisfaction. Implications for practitioners are delineated. [ABSTRACT FROM AUTHOR] |
| Databáze: |
Supplemental Index |
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