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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
Full text not available from this repository. (Request a copy)Abstract/Description
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: | 17439507 |
| 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 15:34 |
| Last Modified: | 13 May 2010 11:36 |
| URI: | http://researchrepository.napier.ac.uk/id/eprint/2140 |
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