Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction
Year: 2003
Type: preprint
Abstract: This research investigates the specific influence of the emotion of\\nsurprise on customer transaction-specific satisfaction. Four empirical\\nstudies-two field studies (a diary study and a cross section survey)\\nand two experiments-were conducted. The results show that surprise\\npositively [negatively] influences satisfaction directly and\\nindirectly (via the amplification of positive [negative] emotions),\\neven when disconfirmation is taken into account in the model. The\\namplification property of surprise and the How-do-I-feel-about-it?\\nheuristic are believed to explain this influence. Some results also\\nshow that surprised customers display higher levels of satisfaction\\nand dissatisfaction than non surprised customers.
Author: Joëlle Vanhamme
Language: English
Subfield: Marketing
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2110272590