Emotions, sincerity and consumer satisfaction
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Research indicated that genuine or sincere service performance is valued by consumers and that satisfaction with some services may go beyond mere satisfaction with a discrete service experience and be linked to consumers’ general life satisfaction. This study examines relationships between perceived service sincerity, emotions, overall service satisfaction and life satisfaction. The findings indicate significant relationships between perceived service sincerity, emotions during the service, and overall service satisfaction and reported life satisfaction. Opportunities for further research are highlighted.
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Exploring the effects of perceived service provider sincerity on consumers’ emotional state and satisfaction during travel service consumptionGountas, Sandra; Ewing, M.; Gountas, J.; Mavondo, F. (2011)A holistic approach to satisfaction and its effects seems to be particularly important in high-affect, high-involvement, and extended duration services such as those offered by many travel and tourism providers. This means ...
Gountas, Sandra; Gountas, J. (2009)Customer orientation is part of a customer’s overall satisfaction assessment. This study builds on previous research on the relationship between customer orientation and customer satisfaction (Susskind, Borchgrevink, and ...
Testing airline passengers’ responses to flight attendants’ expressive displays: the effects of positive affectGountas, Sandra; Ewing, M.; Gountas, J. (2007)Much of the marketing and management literature is concerned with the relationship between service providers' positive affective displays, the consumers' perception of authentic service delivery and their reported ...