An exploratory study of consumption emotion in services.

Mudie, P, Cottam, Angela and Raeside, Robert (2003) An exploratory study of consumption emotion in services. The Service Industries Journal, 23 (5). pp. 84-106. ISSN 0264 2069

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This article addresses the significance of emotions in the consumption of services. There has been little investigation of emotions in services. This study attempts a general examination of consumers' emotional experiences across four quite distinct services. Six hypotheses test the significance of emotions and/or emotional involvement in areas regarded as important in marketing, namely the service itself satisfaction, frequency of usage, age and gender. Particularly, the authors explore the appropriateness of the Consumption Emotion Scale in a service consumption setting. The findings from this study do not suggest that services may be classified by emotion descriptors. Equally there is little evidence of emotions explaining satisfaction, and distinctiveness in emotional responses by frequency of usage, age and gender was not much in evidence.

Item Type: Article
Print ISSN: 0264 2069
Electronic ISSN: 1743 9507
Uncontrolled Keywords: Service consumption; Feelings generated; Satisfaction; Usage; Age; Gender; Statistical analysis; Consumption Emotion Scale; Evaluation;
University Divisions/Research Centres: The Business School > School of Accounting, Economics and Statistics
Dewey Decimal Subjects: 100 Philosophy & psychology > 150 Psychology > 152 Perception, movement, emotions & drives
300 Social sciences > 380 Commerce, communications & transportation > 381 Commerce
300 Social sciences > 310 Statistics
Library of Congress Subjects: H Social Sciences > HF Commerce
H Social Sciences > HA Statistics
B Philosophy. Psychology. Religion > BF Psychology
Item ID: 2140
Depositing User: RAE Import
Date Deposited: 18 Jul 2008 14:34
Last Modified: 07 Jun 2013 13:11

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