Surprise... Surprise..., An Empirical Investigation on How Surprise is Connected to Customer Satisfaction
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References listed on IDEAS
- Herman Wold, 1980. "Model Construction and Evaluation When Theoretical Knowledge Is Scarce," NBER Chapters, in: Evaluation of Econometric Models, pages 47-74, National Bureau of Economic Research, Inc.
- Pierre Valette-Florence, 1988. "Analyse structurelle comparative des composantes des systèmes de valeurs selon Kahle et Rokeach," Post-Print hal-02011411, HAL.
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- Richins, Marsha L, 1997. "Measuring Emotions in the Consumption Experience," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 24(2), pages 127-146, September.
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Cited by:
- Langerak, F. & Verhoef, P.C. & Verlegh, P.W.J. & de Valck, K., 2003. "The Effect of Members' Satisfaction with a Virtual Community on Member Participation," ERIM Report Series Research in Management ERS-2003-004-MKT, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
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More about this item
Keywords
delight; disconfirmation; experiment; satisfaction; surprise;All these keywords.
JEL classification:
- C44 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods: Special Topics - - - Operations Research; Statistical Decision Theory
- D12 - Microeconomics - - Household Behavior - - - Consumer Economics: Empirical Analysis
- M - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics
- M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
- M39 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Other
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