Advertisement

Feeling emotions in the public performing arts sector: does gender affect?

  • Berta Tubillejas-AndrésEmail author
  • Amparo Cervera-Taulet
  • Haydee Calderón García
Original Article

Abstract

A distinct new development presented by this paper is the analysis of attendees’ heterogeneity considering gender and its influence on consumer post-use behavior. The study analyses whether gender moderates the relationship between emotions and post-use behavior in terms of satisfaction and loyalty in public services. A quantitative study was conducted to gather data from 867 Spanish opera-goers of a public opera house through e-mail with a link to a questionnaire. Hypotheses were tested using a multigroup analysis by parametric approach in a structural equation modelling. Gender was found to moderate the relationships presented in the model. Empirical results show that gender provides differences in the effect of emotions in the post-use behavior. Particularly, the effect of the negative emotions in loyalty only exists for female attendees. Moreover, it can be concluded that the positive impact of satisfaction on loyalty is stronger for men than women. Results reveal the importance of managing emotions as well as considering gender differences as segmentation variables. Examining the phenomenon of emotions in context of performing arts, while considering gender as moderator, highlights the originality and contribution of the present study to the public hedonic services.

Keywords

Emotions Satisfaction Loyalty Customer heterogeneity Public sector 

Notes

References

  1. Abdelkader, S., & Bouslama, N. (2014). The role of sense of Community in Mediation between positive emotions and attitudes toward brand and message. Journal of Marketing Research & Case Studies, 2014, 1–17.Google Scholar
  2. Addis, M., Carù, A., & Rurale, A. (2007). Consumer Immersion in Aesthetic Experiences at Arts Exhibitions: implications for Marketing the Arts. In 9th International Conference on Arts & Cultural Management. Valencia.Google Scholar
  3. Agid, P., & Tarondeau, J. (2010). The management of opera: An international comparative study. UK: Palgrave Macmillan.CrossRefGoogle Scholar
  4. Ali, F., Kim, W. G., Li, J., & Hyeon-Mo, J. (2018). Make it delightful: Customers’ experience, satisfaction and loyalty in Malaysian theme parks. Journal of Destination Marketing and Management, 7, 1–11.CrossRefGoogle Scholar
  5. Alternativas, F. (2017). Informe sobre el estado de la cultura en España: Igualdad y diveresidad en la era digital. Madrid.Google Scholar
  6. Andreassen, T., & Lindestad, B. (1998). Customer loyalty and complex services: The impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service. International Journal of Service Industry Management, 9(1), 7–23.CrossRefGoogle Scholar
  7. Babin, B., & Darden, W. (1996). Good and bad shopping vibes: Spending and patronage satisfaction. Journal of Business Research, 35(3), 201–206.CrossRefGoogle Scholar
  8. Babin, B., Griffin, M., Borges, A., & Boles, J. S. (2013). Negative emotions, value and relationships: Differences between women and men. Journal of Retailing and Consumer Services, 20(5), 471–478.CrossRefGoogle Scholar
  9. Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science, 27(2), 184–206.CrossRefGoogle Scholar
  10. Bakewell, C., & Mitchell, V. W. (2006). Male versus female consumer decision making styles. Journal of Business Research, 59(12), 1297–1300.CrossRefGoogle Scholar
  11. Baumol, W. J., & Bowen, W. G. (1966). Performing arts. The economic dilemma. New York: Twentieth Century Fund.Google Scholar
  12. Belfanti, C. (2017). Emotional capacity in the public sector – An Australian review. International Journal of Public Sector Management, 30, 429–446.CrossRefGoogle Scholar
  13. Bendall-Lyon, D., & Powers, T. L. (2002). The impact of gender differences on change in satisfaction over time. Journal of Consumer Marketing, 19(1), 12–23.CrossRefGoogle Scholar
  14. Boerner, S., Moser, V., & Jobst, J. (2011). Evaluating cultural industries: Investigating visitors’ satisfaction in theatres. The Service Industries Journal, 31(6), 877–895.CrossRefGoogle Scholar
  15. Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality : From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27.CrossRefGoogle Scholar
  16. Bryant, B. E., & Cha, J. (1996). Crossing the threshold: Some customers are harder to please than others, so analyze satisfaction scores carefully. Marketing Research, 8, 20–28.Google Scholar
  17. Bui, M., & Kemp, E. (2013). E-tail emotion regulation: Examining online hedonic product purchases. International Journal of Retail & Distribution Management, 41(2), 155–170.CrossRefGoogle Scholar
  18. Buller, M. K., & Buller, D. B. (1987). Physicians’ communication style and patient satisfaction. Journal of Health and Social Behavior, 28(4), 375–388.CrossRefGoogle Scholar
  19. Byrne, B. M. (1988). Adolescent self-concept, ability grouping and social comparision: Reexamining academic track differences in high school. Youth and Society, 20, 46–67.CrossRefGoogle Scholar
  20. Byrne, B. M., Shavelson, R. J., & Muthén, B. (1989). Testing for the equivalence of factor covariance and mean structures: The issue of partial measurement invariance. Psychological Bulletin, 105, 456–466.CrossRefGoogle Scholar
  21. Cacioppo, J. T., Priester, J. R., & Berntson, G. G. (1993). Rudimentary determinants of attitudes II: Arm flexion and extension have differential effects on attitudes. Journal of Personality and Social Psychology, 65(1), 5–17.CrossRefGoogle Scholar
  22. Carmel, S. (1985). Satisfaction with hospitalization: A comparative analysis of three types of services. Social Science and Medicine, 21(11), 1243–1249.CrossRefGoogle Scholar
  23. Carmines, E. G., & McIver, J. P. (1981). Analyzing models with unobserved variables: Analysis of covariance structures. In Social measurement: Current issues (pp. 65–115).Google Scholar
  24. Carmines, E. G., & Zeller, R. A. (1979). Reliability and validity assessment. USA: Sage, CA.Google Scholar
  25. Castro, C. B., Martin, E. A., & Martin, D. R. (2007). The influence of market heterogeneity on the relationship between a destination’s image and tourists’ future. Tourism Management, 28, 172–187.CrossRefGoogle Scholar
  26. Chaudhuri, A. (1998). Product class effects on perceived risk: The role of emotion. International Journal of Research in Marketing, 15(2), 157–168.CrossRefGoogle Scholar
  27. Clark, M. S., & Isen, A. M. (1982). Toward understanding the relationship between feeling states and social behavior. In A. Hastorf & A. Isen (Eds.), Cognitive social psychology (pp. 73–108). New York: Elsevier North-Holland.Google Scholar
  28. Cronin, J. J., & Taylor, S. a. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55.CrossRefGoogle Scholar
  29. Dabholkar, P. A., & Thorpe, D. I. (1994). Does customer satisfaction predict shopper intentions? Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 7, 161–171.Google Scholar
  30. Darley, W. K., & Smith, R. E. (1995). Gender differences in information processing strategies: An empirical test of the selectivity model in advertising response. Journal of Advertising, 24(1), 41–56.CrossRefGoogle Scholar
  31. De Rojas, M. D. C., & Camarero, M. D. C. (2006). Experience and satisfaction of visitors to museums and cultural exhibitions. International Review on Public and Non Profit Marketing, 3(1), 49–65.Google Scholar
  32. De Ruyter, K., & Bloemer, J. (1999). Customer loyalty in extended service settings: The interaction between satisfaction, value attainment and positive mood. International Journal of Service Industry Management, 10(3), 320–336.CrossRefGoogle Scholar
  33. Dedeoğlu, B., Balıkçıoğlu, S., & Küçükergin, K. (2016). The role of Touristsʼ value perceptions in behavioral intentions: The moderating effect of gender. Journal of Travel & Tourism Marketing, 33(4), 513–534.CrossRefGoogle Scholar
  34. Del Chiappa, G., Andreu, L., & Gallarza, M. G. (2014). Emotions and visitors’ satisfaction at a museum. International Journal of Culture, Tourism and Hospitality Research, 8(4), 420–431.CrossRefGoogle Scholar
  35. Dittmar, H., Long, K., & Meek, R. (2004). Buying on the internet: Gender differences in on-line and conventional buying motivations. Sex Roles, 50(5/6), 423–444.CrossRefGoogle Scholar
  36. Donovan, R. J., & Rossiter, J. R. (1982). Store atmosphere: An environmental psychology approach. Journal of Retailing, 58(1), 34.Google Scholar
  37. Dubé, L., & Menon, K. (2000). Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions. International Journal of Service Industry Management, 11(3), 287–304.CrossRefGoogle Scholar
  38. Edvardsson, B., Journal, R., & Complete, I. (2005). Cocreating customer value through Hyperreality in the Prepurchase service experience. Journal of Service Research, 8(2), 149–161.CrossRefGoogle Scholar
  39. Fillis, I. (2011). The evolution and development of arts marketing research. Arts Marketing: An International Journal, 1(1), 11–25.CrossRefGoogle Scholar
  40. Floh, A., Zauner, A., Koller, M., & Rusch, T. (2014). Customer segmentation using unobserved heterogeneity in the perceived-value-loyalty-intentions link. Journal of Business Research, 67(5), 974–982.CrossRefGoogle Scholar
  41. Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(3), 39–50.CrossRefGoogle Scholar
  42. Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of Consumer Research, 24(4), 343–353.CrossRefGoogle Scholar
  43. Frey, B. S. (1999). State support and creativity in the arts: Sorne new considerations. Journal of Cultural Economics, 23(1), 71–85.CrossRefGoogle Scholar
  44. Fuentes-Blasco, M., Moliner-Velázquez, B., & Gil-Saura, I. (2014). Effect of customer heterogeneity on the relationship satisfaction–loyalty. Revista Española de Investigación En Marketing ESIC, 18(2), 78–92.CrossRefGoogle Scholar
  45. Gallan, A. S., Jarvis, C. B., Brown, S. W., & Bitner, M. J. (2013). Customer positivity and participation in services: An empirical test in a health care context. Journal of the Academy of Marketing Science, 41(3), 338–356.CrossRefGoogle Scholar
  46. Ganesh, J., Arnold, M. J., & Kristy, E. R. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64(3), 65–87.CrossRefGoogle Scholar
  47. Garbarino, E., & Johnson, M. S. (1999). The different roles of satisfaction, trust, and commitment in customer relationships. Journal of Marketing, 63(2), 70–87.CrossRefGoogle Scholar
  48. Hair J, Anderson, R. E., Tatham, R. L., & Black, W. C. (1999). Análisis Multivariante (5a edición). Madrid: Pearson education.Google Scholar
  49. Hair J, Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). California: Sage Publications.Google Scholar
  50. Han, H., & Back, K.-J. (2006). Investigating the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality & Leisure Marketing, 15(3), 1–30.Google Scholar
  51. Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 33(4), 487–510.CrossRefGoogle Scholar
  52. Harris, L. C., & Ezeh, C. (2008). Servicescape and loyalty intentions: An empirical investigation. European Journal of Marketing, 42(3/4), 390–422.CrossRefGoogle Scholar
  53. Hayes, D., & Slater, A. (2002). ‘Rethinking the missionary position’ - the quest for sustainable audience development strategies. Managing Leisure, 7(1), 1–17.CrossRefGoogle Scholar
  54. Hazlett, R. L., & Hazlett, S. Y. (1999). Emotional response to television commercials: Facial EMG vs. self-report. Journal of Advertising Research.Google Scholar
  55. Helgesen, Ø., & Nesset, E. (2010). Gender, store satisfaction and antecedents: A case study of a grocery store. Journal of Consumer Marketing, 27(2), 114–126.CrossRefGoogle Scholar
  56. Hooper, D., Coughlan, J., & Mullen, M. R. (2008). Structural equation modelling: Guidelines for determining model fit. Electronic Journal of Business Research Methods, 6(1), 53–60.Google Scholar
  57. Hume, M. (2008a). Developing a conceptual model for repurchase intention in the performing arts: The roles of emotion, Core Service and Service Delivery. International Journal of Arts Management, 10(2), 40–55.Google Scholar
  58. Hume, M. (2008b). Understanding core and peripheral service quality in customer repurchase of the performing arts. Managing Service Quality, 18(4), 349–369.CrossRefGoogle Scholar
  59. Hume, M., & Sullivan Mort, G. (2008). Satisfaction in performing arts: The role of value? European Journal of Marketing, 42(3/4), 311–326.CrossRefGoogle Scholar
  60. Hume, M., & Sullivan Mort, G. (2010). The consequence of appraisal emotion, service quality, perceived value and customer satisfaction on repurchase intent in the performing arts. Journal of Services Marketing, 24(2), 170–182.CrossRefGoogle Scholar
  61. Izard, C. (1977). Human emotiones. New York: Plenum.CrossRefGoogle Scholar
  62. Jobst, J., & Boerner, S. (2011). Understanding customer satisfaction in opera: First steps toward a model. International Journal of Nonprofit and Voluntary Sector Marketing, 16(1), 50–69.CrossRefGoogle Scholar
  63. Johnson, & Garbarino, E. (2001). Customers of performing arts Organisations: Are subscribers different from nonsubscribers? International Journal of Nonprofit and Voluntary Sector Marketing, 6(1), 61–77.CrossRefGoogle Scholar
  64. Johnson, J. T., Barksdale, H. C., & Boles, J. S. (2003). Factors associated with customer willingness to refer leads to salespeople. Journal of Business Research, 56, 257–263.CrossRefGoogle Scholar
  65. Kao, Y. F., Huang, L. S., & Wu, C. H. (2008). Effects of theatrical elements on experiential quality and loyalty intentions for theme parks. Asia Pacific Journal of Tourism Research, 13(2), 163–174.CrossRefGoogle Scholar
  66. Kawashima, N. (2000). Beyond the division of attenders vs. Non-attenders: a study into audience development in policy and practice.Google Scholar
  67. Khan, I., & Rahman, Z. (2016). E-tail brand experience’s influence on e-brand trust and e-brand loyalty. International Journal of Retail & Distribution Management, 44(6), 588–606.CrossRefGoogle Scholar
  68. Koenig-Lewis, N., & Palmer, A. (2014). The effects of anticipatory emotions on service satisfaction and behavioral intention. Journal of Services Marketing, 28(6), 437–451.CrossRefGoogle Scholar
  69. Kolyesnikova, N., Dodd, T. H., & Wilcox, J. B. (2009). Gender as a moderator of reciprocal consumer behavior. Journal of Consumer Marketing, 26(3), 200–213.CrossRefGoogle Scholar
  70. Kottasz, R. (2006). Understanding the influences of atmospheric cues on the emotional responses and Behaviours of museum visitors. Journal of Nonprofit Public Sector Marketing, 16(1), 95–121.CrossRefGoogle Scholar
  71. Ladhari, R. (2007). The effect of consumption emotions on satisfaction and word-of-mouth communications. Psychology and Marketing, 24(12), 1085–1088.CrossRefGoogle Scholar
  72. Lee, Lee, C. K., Lee, S. K., & Babin, B. J. (2008). Festivalscapes and patrons’ emotions, satisfaction, and loyalty. Journal of Business Research, 61(1), 56–64.CrossRefGoogle Scholar
  73. Lee, Y.-K., Back, K.-J., & Kim, J.-Y. (2009). Family restaurant brand personality and its impact on Customer’s eMotion, satisfaction, and brand loyalty. Journal of Hospitality and Tourism Research, 33(3), 305–328.CrossRefGoogle Scholar
  74. Lévy Mangin, J.-P., Varela Mallou, J., & Abad González, J. (2006). Modelización con estructuras de covarianzas en ciencias sociales : temas esenciales, avanzados y aportaciones especiales. Netbiblo.Google Scholar
  75. Lin, J.-S. C., & Liang, H.-Y. (2011). The influence of service environments on customer emotion and service outcomes. Managing Service Quality, 21(4), 350–372.CrossRefGoogle Scholar
  76. Lin, & Worthley, R. (2012). Servicescape moderation on personality traits, emotions, satisfaction, and behaviors. International Journal of Hospitality Management, 31(1), 31–42.CrossRefGoogle Scholar
  77. López Caro, C., Fernández Aguirre, K., & Mariel, P. (2002). Índices de Satisfacción del consumidor: una aplicación de modelos de ecuaciones estructurales a la industria automovilística española. Documentos de Trabajo BILTOKI, 4.Google Scholar
  78. Ma, E., Qu, H., & Eliwa, R. A. (2014). Customer loyalty with fine dining: The moderating role of gender. Journal of Hospitality Marketing and Management, 23(5), 513–535.CrossRefGoogle Scholar
  79. Machleit, K. A., & Eroglu, S. A. (2000). Describing and measuring emotional response to shopping experience. Journal of Business Research, 49(2), 101–111.CrossRefGoogle Scholar
  80. Machleit, K. A., Eroglu, S., & Mantel, S. (2000). Perceived retail crowding and shopping satisfaction: What modifies this relationship? Journal of Consumer Psychology, 9(1), 29–42.CrossRefGoogle Scholar
  81. Mattila, a. S., & Enz, C. a. (2002). The role of emotions in service encounters. Journal of Service Research, 4, 268–277.CrossRefGoogle Scholar
  82. Mattila, & Wirtz. (2000). The role of preconsumption affect in postpurchase evaluation of services. Psychology and Marketing, 17(7), 587–605.CrossRefGoogle Scholar
  83. Maurer Herter, M., Pizzutti dos Santos, C., & Costa Pinto, D. (2014). “Man, I shop like a woman!” the effects of gender and emotions on consumer shopping behaviour outcomes. International Journal of Retail & Distribution Management, 42(9), 780–804.CrossRefGoogle Scholar
  84. Melnyk, V., Van Osselaer, S. M. J., & Bijmolt, T. H. A. (2009). Are women more loyal customers than men? Gender differences in loyalty to firms and individual service providers. Journal of Marketing, 73(4), 82–96.CrossRefGoogle Scholar
  85. Meyers-Levy, J. (1989). Gender Differences in Information Processing: A Selectivity Interpretation. In P. Cafferata & A. Tybout (Eds.), Cognitive and Affective Responses to Advertising (pp. 219–260). Lexington: Lexington.Google Scholar
  86. Meyers-Levy, J., & Sternthal, B. (1991). Gender differences in the use of message cues and judgments. Journal of Marketing Research, 28(1), 84–96.CrossRefGoogle Scholar
  87. Mittal, & Kamakura, W. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of Marketing Research, 38(1), 131–142.CrossRefGoogle Scholar
  88. Mogilner, C., Kamvar, S. D., & Aaker, J. (2011). The shifting meaning of happiness. Social Psychological and Personality Science, 2(4), 395–402.CrossRefGoogle Scholar
  89. Morrell, K., & Jayawardhena, C. (2010). Fair trade, ethical decision making and the narrative of gender difference. Business Ethics: A European Review, 19(4), 393–407.CrossRefGoogle Scholar
  90. Ndubisi, N. O., & Madu, C. N. (2009). The association of gender to firm-customer relationship. The International Journal of Quality & Reliability Management, 26(3), 283–301.CrossRefGoogle Scholar
  91. Nguyen, D. T., DeWitt, T., & Russell-Bennett, R. (2012). Service convenience and social servicescape: Retail vs hedonic setting. Journal of Services Marketing, 26(4–5), 265–277.CrossRefGoogle Scholar
  92. Noble, S. M., Griffith, D. A., & Adjei, M. T. (2006). Drivers of local merchant loyalty: Understanding the influence of gender and shopping motives. Journal of Retailing, 82(3), 177–188.CrossRefGoogle Scholar
  93. Nunnally, J. C. (1978). Psychometric theory. New York: McGraw Hill.Google Scholar
  94. Oliver. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research, 20(3), 418.CrossRefGoogle Scholar
  95. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. NewYork: McGraw-Hill.Google Scholar
  96. Oliver, Rust, & Varki. (1997). Customer delight: Foundations, findings, and managerial insight. Journal of Retailing, 73(3), 311–336.CrossRefGoogle Scholar
  97. Oly Ndubisi, N. (2006). Effect of gender on customer loyalty: A relationship marketing approach. Marketing Intelligence & Planning, 24(1), 48–61.CrossRefGoogle Scholar
  98. Otieno, R., Harrow, C., & Lea-Greenwood, G. (2005). The unhappy shopper, a retail experience: Exploring fashion, fit and affordability. International Journal of Retail & Distribution Management, 33(4), 298–309.CrossRefGoogle Scholar
  99. Palan, K. M. (2001). Gender identity in consumer behavior research: A literature review and research agenda. Academy of Marketing Science Review, 2001(10), 1–24.Google Scholar
  100. Palmer, A., & Koenig-Lewis, N. (2010). Primary and secondary effects of emotions on behavioural intention of theatre clients. Journal of Marketing Management, 26(13–14), 1201–1217.CrossRefGoogle Scholar
  101. Pan, Y., & Zinkhan, G. M. (2006). Determinants of retail patronage: A meta-analytical perspective. Journal of Retailing, 82(3), 229–243.CrossRefGoogle Scholar
  102. Patterson, P. G. (2007). Demographic correlates of loyalty in a service context. Journal of Services Marketing, 21(2), 112–121.CrossRefGoogle Scholar
  103. Phillips, D. M., & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology, 12(3), 243–252.CrossRefGoogle Scholar
  104. Picon-Berjoyo, A., Ruiz-Moreno, C., & Castro, I. (2016). A mediating and multigroup analysis of customer loyalty. European Management Journal, 34(6), 701–713.CrossRefGoogle Scholar
  105. Plutchik, R. (1980). Emotion, a psychoevolutionary synthesis. New York: Harper and Row.Google Scholar
  106. Polegato, R., & Zaichowsky, J. L. (1994). Family food shopping: Strategies used by husbands and wives. Journal of Consumer Affairs, 28(2), 278–299.CrossRefGoogle Scholar
  107. Popescu, R. L. (2007). Challenges and solutions for the development of small and medium sized cities within the European Union. Administration and Public Management Review, 120–125.Google Scholar
  108. Richins, M. L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127–146.CrossRefGoogle Scholar
  109. Rojas Conde, M. C., & Camarero Izquierdo, C. (2005). Experiencia y la satisfacción del visitante de museos y exposiciones culturales. In XVII Encuentro de profesores universitarios de Marketing (pp. 31–46). Madrid.Google Scholar
  110. Rojas, M. D. C. De, & Camarero, M. D. C. (2006). Experience and Satisfaction of Visitors To Museums and Cultural Exhibitions. International Review on Public and Non Profit Marketing, 3(1), 49–65.Google Scholar
  111. Ross, L. W., Fleming, R. S., Fabes, K. J., & Frankl, R. (1999). Gender effects on customer satisfaction in employment services. Career Development International, 4(5), 270–282.CrossRefGoogle Scholar
  112. Russell-Bennett, R., McColl-Kennedy, J. R., & Coote, L. V. (2007). Involvement, satisfaction, and brand loyalty in a small business services setting. Journal of Business Research, 60(12), 1253–1260.CrossRefGoogle Scholar
  113. Ryu, K., Lee, H.-R., & Kim, W. G. (2012). The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions. International Journal of Contemporary Hospitality Management, 24(2), 200–223.CrossRefGoogle Scholar
  114. Schall, M. (2003). Best practices in the assessment of hotel-guest attitudes. Cornell Hotel and Restaurant Administration Quarterly, 44(2), 51–65.CrossRefGoogle Scholar
  115. Shouse, E. (2005). Feeling, emotion, affect. M/C Journal, 8, 12–15.Google Scholar
  116. Song, H., & Cheung, C. (2010). Factors affecting tourist satisfaction with theatrical performances: A case study of the romance of the song dynasty in Hangzhou, China. Journal of Travel & Tourism Marketing, 27(7), 708–722.CrossRefGoogle Scholar
  117. Stevens, J. S., & Hamann, S. (2012). Sex differences in brain activation to emotional stimuli: A meta-analysis of neuroimaging studies. Neuropsychologia, 50(7), 1578–1593.CrossRefGoogle Scholar
  118. Sullivan Mort, G., Weerawardena, J., & Carnegie, K. (2003). Social entrepreneurship: Towards conceptualisation. International Journal of Nonprofit and Voluntary Sector Marketing, 8(1), 76–88.CrossRefGoogle Scholar
  119. Swinyard, W. R. (1993). The effects of mood, involvement, and quality of store experience on shopping intentions. Journal of Consumer Research, 20(2), 271–280.CrossRefGoogle Scholar
  120. Thompson, C. J. (1997). Interpreting consumers: A hermeneutical framework for deriving marketing insights from the texts of consumers’ consumption stories. Journal of Marketing Research, 34(4), 438.CrossRefGoogle Scholar
  121. Vinagre, H., & Neves, J. (2010). Emotional predictors of consumer’s satisfaction with healthcare public services. International Journal of Health Care Quality Assurance, 23(2), 209–227.CrossRefGoogle Scholar
  122. Voss, Z. G., & Cova, V. (2006). How sex differences in perceptions influence customer satisfaction: A study of theatre audiences. Marketing Theory, 6(2), 201–221.CrossRefGoogle Scholar
  123. Wakefield, K. L., & Blodgett, J. G. (1994). The importance of Servicescapes in leisure service settings. Journal of Services Marketing, 8(3), 66–76.CrossRefGoogle Scholar
  124. Wakefield, K. L., & Blodgett, J. G. (1996). The effect of the servicescape on customers’ behavioral intentions in leisure service settings. Journal of Services Marketing, 10(6), 45–61.CrossRefGoogle Scholar
  125. Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Services Marketing, 24(3), 258–270.Google Scholar
  126. Westbrook, & Oliver. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 18(1), 84–91.CrossRefGoogle Scholar
  127. White, C. J. (2010). The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time. Journal of Marketing Management, 26(5–6), 381–394.CrossRefGoogle Scholar
  128. Willems, K., Leroi-Werelds, S., & Swinnen, G. (2016). The impact of customer value types on customer outcomes ofr different retail formats. Journal of Service Management, 27(4), 591–618.CrossRefGoogle Scholar
  129. Wirtz, J., & Bateson, J. E. G. (1999). Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional dis-confirmation paradigm. Journal of Business Research, 44(1), 55–66.CrossRefGoogle Scholar
  130. Wood, M. (1998). Socio-economic status, delay of gratification, and impulse buying. Journal of Economic Psychology, 19(3), 295–320.CrossRefGoogle Scholar
  131. Yavas, U., & Babakus, E. (2009). Retail store loyalty: A comparison of two customer segments. International Journal of Retail & Distribution Management, 37(6), 477–492.CrossRefGoogle Scholar
  132. Yu, Y.-T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management, 12(3), 234–250.CrossRefGoogle Scholar
  133. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46.CrossRefGoogle Scholar

Copyright information

© Springer-Verlag GmbH Germany, part of Springer Nature 2018

Authors and Affiliations

  1. 1.Marketing DepartmentUniversity of Valencia, School of EconomicsValenciaSpain

Personalised recommendations