Abstract

http://ssrn.com/abstract=411645
 
 

References (69)



 


 



Surprise... Surprise..., an Empirical Investigation on How Surprise is Connected to Customer Satisfaction


Joëlle Vanhamme


EDHEC Business School - Department of Marketing

November 2003 2,

ERIM Report Series Reference No. ERS-2003-005-MKT

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.

Number of Pages in PDF File: 60

Keywords: surprise, satisfaction, disconfirmation, delight, experiment

JEL Classification: M, M31, C44, M39, D12

working papers series





Download This Paper

Date posted: May 27, 2003  

Suggested Citation

Vanhamme, Joëlle, Surprise... Surprise..., an Empirical Investigation on How Surprise is Connected to Customer Satisfaction (November 2003 2,). ERIM Report Series Reference No. ERS-2003-005-MKT. Available at SSRN: http://ssrn.com/abstract=411645

Contact Information

Joëlle Vanhamme (Contact Author)
EDHEC Business School - Department of Marketing ( email )
France
Feedback to SSRN


Paper statistics
Abstract Views: 2,145
Downloads: 449
Download Rank: 35,567
References:  69

© 2014 Social Science Electronic Publishing, Inc. All Rights Reserved.  FAQ   Terms of Use   Privacy Policy   Copyright   Contact Us
This page was processed by apollo1 in 0.344 seconds