Article2007

Assessing Customers' Emotional Experiences Influencing Their Satisfaction in the Lodging Industry

89 citations0/0 files storedJournal of Travel & Tourism Marketing

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior in Brand Consumption and Identification

Abstract

The objectives of this study were to revise the Consumption Emotion Set to be applicable in the lodging industry, specifically by excluding emotion descriptors unlikely to be experienced by hotel guests and by uncovering underlying dimensions of consumption emotions and to identify key emotion factors that have significant effects on customer satisfaction. The reliability, item-to-correlations, and factor structures indicated that seven factors and the 38-emotion item scale were statistically robust and showed the applicability of scale to the lodging industry. While there was no significant relationship between “worrisome” factor and satisfaction, six of the seven factors were found to be key determinants of satisfaction.

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References

1988Development and validation of brief measures of positive and negative affect: The PANAS scales.1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1988The Cognitive Structure of Emotions 2010Satisfaction: a behavioral perspective on the consumer 1992A National Customer Satisfaction Barometer: The Swedish Experience 1983Mood, misattribution, and judgments of well-being: Informative and directive functions of affective states.1993The Antecedents and Consequences of Customer Satisfaction for Firms 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response

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