Consumer Sophistication and the Role of Emotion on Satisfaction Judgments within Credence Services

Simple item page
dc.contributor.authorGarry, T.
dc.date.accessioned2010-06-07T23:56:16Z
dc.date.available2010-06-07T23:56:16Z
dc.date.issued2007en
dc.description.abstractEvidence which demonstrates a link between the affective dimension and satisfaction in a tangible product based context is well documented. However, when placed in a credence service context the role of Affect becomes more complex. Previous research in this field has assumed consumer homogeneity when there is increasing evidence of consumer heterogeneity. This research attempts to address this by examining affective reactions to service encounters between two groups of respondents, one with the ability to make performance assessments about the service and one without. Findings suggest consumers of differing sophistication will vary in the way they form expectation and performance assessments about the technical, functional and affective components of credence services and that consumer sophistication may have a moderating influence on affective reactions evoked. This in turn has implications for the design and delivery of service offerings within such contexts.en
dc.identifier.citationGarry, T. (2007) Consumer Sophistication and the Role of Emotion on Satisfaction Judgments within Credence Services. Journal of Consumer Behaviour, 6(6), pp. 383-397.en
dc.identifier.doihttps://doi.org/10.1002/cb.229
dc.identifier.urihttp://hdl.handle.net/10092/3947
dc.language.isoen
dc.publisherUniversity of Canterbury. Managementen
dc.rights.urihttps://hdl.handle.net/10092/17651en
dc.subject.marsdenFields of Research::350000 Commerce, Management, Tourism and Services::350200 Business and Managementen
dc.titleConsumer Sophistication and the Role of Emotion on Satisfaction Judgments within Credence Servicesen
dc.typeJournal Article
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
12615669_Consumer Sophistication and the Role of Emotion RES.pdf
Size:
222.96 KB
Format:
Adobe Portable Document Format
Download
Collections
Business: Journal Articles