The moderating role of target-arousal on the impact of affect on satisfaction - An examination in the context of service experiences

Jochen Wirtz, Anna S. Mattila, Rachel L.P. Tan

Research output: Contribution to journalArticle

159 Citations (Scopus)

Abstract

Recently, an increasing number of studies have focused on the emotional role of satisfaction in the consumption of services. In this study, a new moderating variable called "target-arousal level" was introduced to advance our understanding of the role of pleasure and arousal in the satisfaction evaluation process. The results from our experimental study indicate that the traditional pleasure-arousal interaction effect (e.g., Mehrabian and Russell, 1974) might be limited to high target arousal situations. Optimal arousal theories (e.g., Berlyne, 1960), on the other hand, might offer a fruitful framework for the satisfaction-arousal link in low target arousal environments.

Original languageEnglish (US)
Pages (from-to)347-365
Number of pages19
JournalJournal of Retailing
Volume76
Issue number3
DOIs
StatePublished - Jan 1 2000

Fingerprint

Service experience
Arousal
Pleasure
Moderating variables
Emotion
Evaluation
Interaction effects
Experimental study

All Science Journal Classification (ASJC) codes

  • Marketing

Cite this

@article{04714d455231481c9facddd95d591b0d,
title = "The moderating role of target-arousal on the impact of affect on satisfaction - An examination in the context of service experiences",
abstract = "Recently, an increasing number of studies have focused on the emotional role of satisfaction in the consumption of services. In this study, a new moderating variable called {"}target-arousal level{"} was introduced to advance our understanding of the role of pleasure and arousal in the satisfaction evaluation process. The results from our experimental study indicate that the traditional pleasure-arousal interaction effect (e.g., Mehrabian and Russell, 1974) might be limited to high target arousal situations. Optimal arousal theories (e.g., Berlyne, 1960), on the other hand, might offer a fruitful framework for the satisfaction-arousal link in low target arousal environments.",
author = "Jochen Wirtz and Mattila, {Anna S.} and Tan, {Rachel L.P.}",
year = "2000",
month = "1",
day = "1",
doi = "10.1016/S0022-4359(00)00031-2",
language = "English (US)",
volume = "76",
pages = "347--365",
journal = "Journal of Retailing",
issn = "0022-4359",
publisher = "Elsevier BV",
number = "3",

}

The moderating role of target-arousal on the impact of affect on satisfaction - An examination in the context of service experiences. / Wirtz, Jochen; Mattila, Anna S.; Tan, Rachel L.P.

In: Journal of Retailing, Vol. 76, No. 3, 01.01.2000, p. 347-365.

Research output: Contribution to journalArticle

TY - JOUR

T1 - The moderating role of target-arousal on the impact of affect on satisfaction - An examination in the context of service experiences

AU - Wirtz, Jochen

AU - Mattila, Anna S.

AU - Tan, Rachel L.P.

PY - 2000/1/1

Y1 - 2000/1/1

N2 - Recently, an increasing number of studies have focused on the emotional role of satisfaction in the consumption of services. In this study, a new moderating variable called "target-arousal level" was introduced to advance our understanding of the role of pleasure and arousal in the satisfaction evaluation process. The results from our experimental study indicate that the traditional pleasure-arousal interaction effect (e.g., Mehrabian and Russell, 1974) might be limited to high target arousal situations. Optimal arousal theories (e.g., Berlyne, 1960), on the other hand, might offer a fruitful framework for the satisfaction-arousal link in low target arousal environments.

AB - Recently, an increasing number of studies have focused on the emotional role of satisfaction in the consumption of services. In this study, a new moderating variable called "target-arousal level" was introduced to advance our understanding of the role of pleasure and arousal in the satisfaction evaluation process. The results from our experimental study indicate that the traditional pleasure-arousal interaction effect (e.g., Mehrabian and Russell, 1974) might be limited to high target arousal situations. Optimal arousal theories (e.g., Berlyne, 1960), on the other hand, might offer a fruitful framework for the satisfaction-arousal link in low target arousal environments.

UR - http://www.scopus.com/inward/record.url?scp=0001287650&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=0001287650&partnerID=8YFLogxK

U2 - 10.1016/S0022-4359(00)00031-2

DO - 10.1016/S0022-4359(00)00031-2

M3 - Article

AN - SCOPUS:0001287650

VL - 76

SP - 347

EP - 365

JO - Journal of Retailing

JF - Journal of Retailing

SN - 0022-4359

IS - 3

ER -