The impact of mood states and surprise cues on satisfaction |
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Authors: | Min Gyung Kim Anna S. Mattila |
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Affiliation: | 1. Pennsylvania State University School of Hospitality Management, 201 Mateer Building, University Park, PA 16802-1307, USA;2. Pennsylvania State University School of Hospitality Management, 224 Mateer Building, University Park, PA 16802-1307, USA |
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Abstract: | Mood effects have been studied in consumer behavior literature, but prior research investigating the joint impact of mood and surprise on satisfaction is scant. To bridge this gap, this study examines the relationship among these three constructs. We manipulated customers’ pre-consumption mood and provided surprise cues with hypothetical scenarios in a 2 by 2 factorial design in a restaurant setting. The results show that a positive surprise yields high satisfaction without a significant effect from customers’ pre-consumption mood. Conversely, with a negative surprise, customers in a negative pre-consumption mood indicate lower satisfaction than those in a positive mood. |
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Keywords: | Pre-consumption mood Mood state Surprise Satisfaction |
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