Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction
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This research investigates the specific influence of the emotion of surprise on customer transaction-specific satisfaction. Four empirical studies-two field studies (a diary study and a cross section survey) and two experiments-were conducted. The results show that surprise positively [negatively] influences satisfaction directly and indirectly (via the amplification of positive [negative] emotions), even when disconfirmation is taken into account in the model. The amplification property of surprise and the How-do-I-feel-about-it? heuristic are believed to explain this influence. Some results also show that surprised customers display higher levels of satisfaction and dissatisfaction than non surprised customers.
- D12 : Consumer Economics: Empirical Analysis
- M : Business Administration and Business Economics; Marketing; Accounting
- M39 : Marketing and Advertising: Other
- M31 : Marketing
- C44 : Statistical Decision Theory; Operations Research