A Reappraisal of the Role of Emotion in Consumer Behavior

Measuring experienced emotions during service recovery encounters: construction and assessment of the ESRE scale

“…Bagozzi et al (1999) suggested that emotions typically have a specific referent (e.g., a customer is angered by slow service in a restaurant). In contrast, and consistent with Cohen and Areni (1991) and Johnson et al (2005), they consider affect to be a general category for mental feeling processes that includes emotions, moods and possibly attitudes. Bagozzi et al (1999) also distinguish emotions from moods in that moods tend to be lower in intensity than emotions, are generally nonintentional, do not have a specific referent, and are not as directly coupled with action tendencies as are emotions.…”

“…However, the ''discrete'' emotion approach has often been criticized as merely involving labeling without a sound theoretical foundation that explains the experience of emotion (Rosman 1984). Taken to the extreme, there could be a basic emotion for every emotional response resulting in literally thousands of such basic emotions (Johnson et al 2005). Furthermore, ''discrete'' or ''basic'' emotions seem to be experienced in patterned relations to one another (Diener 1999).…”

“…The psychological literature has produced two major empirically based approaches to the description and categorization of emotions (for a review, see Havlena and Holbrook 1986;Mano 1991;Johnson et al 2005;Laros et al 2005). 3 The first views emotions as stemming from a relatively small number of ''basic'' or ''discrete'' emotional categories-such as joy, anger, sadness, and fear-that are innate to all human beings (e.g., Izard 1992;Plutchik 1982).…”

Anger, frustration, and helplessness after service failure: coping strategies and effective informational support

“…The most basic dimension is goal congruency (Johnson and Stewart 2005). It determines the valence of an emotion by categorizing events as goal congruent or incongruent.…”

Getting a second chance: the role of imagery in the influence of inaction regret on behavioral intent

“…Recent consumer research has focused on the affective and behavioral consequences of consumers' emotional responses to consumption situations (for reviews see Bagozzi et al 1999;Johnson and Stewart 2004). While the outcomes of satisfaction from consumption have been investigated (Lam et al 2004;Olsen 2002;Szymanski and Henard 2001), relatively less attention has been paid to the consequences of regretted non-consumption.…”