The impact of mood states and surprise cues on satisfaction

Min Gyung Kim, Anna S. Mattila

Research output: Contribution to journalArticle

25 Scopus citations

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.

Original languageEnglish (US)
Pages (from-to)432-436
Number of pages5
JournalInternational Journal of Hospitality Management
Volume29
Issue number3
DOIs
StatePublished - Sep 1 2010

All Science Journal Classification (ASJC) codes

  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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