Does product involvement influence how emotions drive satisfaction?: An approach through the Theory of Hedonic Asymmetry

Calvo-Porral, Cristina; Ruiz-Vega, Agustín; Lévy-Mangín, Jean-Pierre

doi:10.1016/j.iedeen.2018.06.001

Cited by 28 publications

(27 citation statements)

References 42 publications

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“…Summarizing Model 1, four causal relationships had positive and significant effects, as indicated in the scientific literature [6,16,17,27,37,[41][42][43][45][46][47][48][49][50][51][54][55][56]58]. A negative causal relationship was obtained between satisfaction and eWOM, with a lower-than-expected level of importance.…”

Section: Discussionmentioning

confidence: 97%

“…Some studies on marketing (e.g., [45]) and tourism (e.g., [6,16]) found a positive and significant relationship between these three concepts. It should be noted that the relationship between positive emotions and consumer satisfaction is well-supported in the existing literature (e.g., [6,17,[45][46][47][48][49][50][51]), but some studies (e.g., [19]) have found ambiguous results in the context of tourist destinations.…”

Section: Literature Reviewmentioning

confidence: 89%

“…Therefore, although there are papers that support the existence of a significant causal relationship between positive emotions and consumer satisfaction (e.g., [6,17,[45][46][47][48][49][50][51]), it is not yet possible to affirm that this causal relationship occurs in all types of sectors and contexts. Therefore, it would be interesting to consider the causal relationship between both constructs, and the following hypothesis is proposed: Hypothesis 3 (H3).…”

Section: Literature Reviewmentioning

confidence: 99%

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Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)

2020

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The purpose of this paper is to examine the importance of exceeding the expectations of guests to generate greater satisfaction, in order to offer an unforgettable experience and generate more comments on the Web 2.0 in the context of tourism. Structural equation models were used. The data for the analysis were obtained from a sample of residents of the Maldonado-Punta del Este conurbation (Uruguay), who were asked about their last overnight stay. The proposed structural equation model was tested using the partial least square (PLS) technique. The results show that exceeding the expectations of guests is essential for the clients’ experience and very important for the satisfaction with the stay at the hotel. The generation of online comments (electronic word-of-mouth (eWOM)) is also strongly influenced by emotional experiences. Exceeding the expectations of trained clients and surprising them with new services and experiences is the essence of luxury offers. The main practical implication is that exceeding expectations is the key to eWOM, and this means that managers must be involved in a perpetual process of service innovation.

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Section: Discussionmentioning

confidence: 97%

Section: Literature Reviewmentioning

confidence: 89%

Section: Literature Reviewmentioning

confidence: 99%

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Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)

2020

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“…Involvement is usually measured by three dimensions: the perceived importance/pleasure, the degree in which individual express their-self, and the extent to which individual's social network revolve around (Jin et al, 2019). Most researchers have categorized involvement as enduring and situational involvement (Calvo-Porral et al, 2018). Situational involvement is temporary and influenced by a change in a particular time, whereas enduring involvement refers to the general relevance or feeling of a good, service, or event in a long period of time.…”

Section: Introductionmentioning

confidence: 99%

A model of destination consumption, attitude, religious involvement, satisfaction, and revisit intention

Liao¹,

Wu²,

Truong

et al. 2021

Journal of Vacation Marketing

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This study aimed to develop the destination consumption-customer attitude model to explain tourist travel satisfaction and revisit intention with the moderating effect of religious involvement. Data were collected using a survey questionnaire. Respondents of 392 tourists who visited four major Buddhist monasteries in Taiwan have been analysed, and research hypotheses were assessed by employing partial linear square structural equation modelling (PLS-SEM). The findings revealed that destination consumption has positive and significant effects on rational attitude and emotional attitude toward revisiting a destination, which further facilitates travel satisfaction and revisit intention. Furthermore, this study supported the moderating role of religious involvement on the influence of national and emotional attitude and travel satisfaction on revisit intention. The results emphasized that symbolic experiential and functional consumption of a certain religious destination will significantly influence the rational and emotional attitudes toward revisiting the same destination. These results suggested that destination marketer should design a tourist’s destination consumption based on not only functional factors but also symbolic factors (such as self-concept, lifestyle, and destination) and experiential factors (such as entertainment, joy, pleasure, escape). Since the issues of destination consumption were still subject to further validation, this study provided an important reference for destination marketing to develop marketing strategies. The results were also valuable to provide as a theoretical base for further empirical validation.

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“…Especially for certain products. Customer satisfaction is an emotional response, when consumers want to buy a product, certainly decide through a series of rational and emotional evaluations (Sanny et al, 2020;Ali et al, 2016;Calvo-Porral, Ruiz-Vega, and Lévy-Mangin, 2018;Hadiansah, 2017;Wang and Chou, 2013).…”

Section: Discussionmentioning

confidence: 99%

Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

Istianingsih¹,

Defit²

2021

IJEBA

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Purpose: The research aims to determine how the level of customer satisfaction in a small business is a field of flower arrangement services as well as information that can dug from a collection of customer data. Approach/Methodology/Design: The samples used were ten customers who considered loyal. The method used is a Rough set with a satisfaction attribute consisting of confidence, integrity, pride, and desire. Findings: Based on this decision rule, confidence becomes the most dominant attribute. The results showed that the four dimensions of the emotional bond used as an attribute in the Rough Set process to analyze the level of customer satisfaction that strongly affects is the dimension of Confidence, this is evident from the resulting General Rule. Every decision produced always uses the confidence dimension in the comparison input, meaning the level of customer confidence in the company should be a special concern. In the dimensions of the emotional bonds the first dimensions are constructed and fundamental is the confidence dimension, this dimension indicates the level of customer confidence in the company. Confidence dimensions cannot stand it self yet to build long-term relationships with customers without by other dimensions. Practical Implications: The study will contribute positively to give some information of knowledge that contained on customer satisfaction. It shown the alternative for measuring for satisfaction that can be used for a small business and academic. Originality/Value The results generated in this study opened new avenues for customer satisfaction analysis. We must not limit the analysis of customer satisfaction survey data using conventional statistical methods. The Rough theory Set is an innovative tool for finding Knowledge of customer behaviour patterns.

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Does product involvement influence how emotions drive satisfaction?: An approach through the Theory of Hedonic Asymmetry

Cited by 28 publications

References 42 publications

Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)

Management of Tourist Destinations: The Expectations of Guests on eWOM Generation in Maldonado (Uruguay)

A model of destination consumption, attitude, religious involvement, satisfaction, and revisit intention

Rough Set Method for Determining Knowledge Attribute on Customer Satisfaction

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