Template-Type: ReDIF-Paper 1.0
Author-Name: Vanhamme, J.
Author-Name-Last: Vanhamme
Author-Name-First: Joëlle
Title: Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction
Abstract: 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.
Creation-Date: 2003-02-11
File-URL: https://repub.eur.nl/pub/273/erimrs20030211172951.pdf
File-Format: application/pdf
Series: RePEc:ems:eureri
Number: ERS-2003-005-MKT
Classification-JEL: C44, D12, M, M31, M39
Keywords: delight, disconfirmation, experiment, satisfaction, surprise
Handle: RePEc:ems:eureri:273