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PurposeThe purpose of this paper is to examine cognitive and affective antecedents and consequences of satisfaction in the context of hedonic services.Design/methodology/approachTwo studies were conducted using hedonic services. The study sample was composed of 400 visitors to two types of leisure and tourism services (interactive museum, and theme park).FindingsThe results indicate that the impact of satisfaction is not limited to loyalty; rather its effects extend to other behavioral responses such as consumers' willingness to pay more for the service. Moreover, exceeding pre‐purchase expectations amplifies consumers' on‐the‐spot behaviors such as souvenir purchases. The study findings also highlight the salience of emotions in understanding consumer responses to hedonic services. Specifically, pleasure is positively linked to both satisfaction and loyalty behaviors.Research limitations/implicationsFuture research should incorporate other measures tapping into consumers' on‐the‐spot behaviors; take into account different time frames, in order to measure the effects of consumer satisfaction in the period t+1; and use other types of hedonic services.Practical implicationsPractical implications for pleasure‐driven services, including most experiential services such as leisure and travel services, restaurants and “hip” retail outlets.Originality/valueThis paper fulfils an identified need to study the relationships between emotional variables, consumer satisfaction and behavioral intentions. It develops a comprehensive model to analyze satisfaction and behavioral intentions in the context of hedonic services. It introduces on‐the‐spot behaviors, referring to consumers' efforts to tangibilize the experience.

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PurposeThe purpose of this paper is to examine and test a model which integrates the antecedents and consequences of adopting information technology (IT) with suppliers (i.e. online communication and e‐procurement) in the context of the travel agency supply chain.Design/methodology/approachA mail survey was conducted among 101 managers of travel agencies. A structured questionnaire was developed to measure the informants' scores on a set of the model constructs (i.e. IT adoption, B2B interactions, environmental factors, sales performance, efficiency, and relationship development).FindingsThe findings confirm the influence of e‐communication on e‐procurement in supply chains. Regarding the antecedents, relationship intensity and environmental factors partially enhance the e‐business adoption. The impacts of IT adoption on supply relationships are also supported.Research limitations/implicationsEven though this study is cross‐sectional, it may be interesting to develop a longitudinal study to understand the evolution of this phenomenon.Practical implicationsIT adoption requires an integrative approach in supply chain relationships. The adoption of IT needs to be taken into account by any service business, given its positive effects on the sales growth, cost reduction and favourable long‐term B2B relationships.Originality/valueThe primary objective of the paper is to provide some new perspectives in explaining how IT can enhance service firms' productivity and ensuring long‐term B2B relationships. Interestingly, while previous studies in manufacturing companies have provided theoretical clues to analyze antecedents and outcomes of e‐business, no previous study has been applied in services supply chains.