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Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context

Author

Listed:
  • Aude Rychalski
  • Sarah Hudson

    (ESC [Rennes] - ESC Rennes School of Business)

Abstract

This paper investigates the relative effects of customer positive versus negative emotions on satisfaction and loyalty in a utilitarian service setting. In-depth interviews with 20 call-center customers identify emotions and appraisals related to the customer service experience. Regression analysis of subsequent quantitative survey results from 1440 customers of a call-center shows that positive emotions influence satisfaction more strongly than negative emotions. In contrast, negative emotions influence recommendation intentions more strongly than positive emotions in line with prospect theory. However, for ‘higher risk' repatronage the prospect of losses from switching reduces the effect of negative emotions resulting in a symmetric effect of positive and negative emotions on repatronage intentions.

Suggested Citation

  • Aude Rychalski & Sarah Hudson, 2017. "Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context," Post-Print hal-02006451, HAL.
    • Handle: RePEc:hal:journl:hal-02006451
    DOI: 10.1016/j.jbusres.2016.10.014
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    Cited by:

    1. Heesup Han & Soyeun Lee & Bo Meng & Bee-Lia Chua & Hyungseo Bobby Ryu, 2020. "The Relative Importance of Volunteer Tourism (Sustainable/Pro-Social Form of Tourism) Motivation Factors for Young Tourists: A Descriptive Analysis by Continents, Gender, and Frequency," Sustainability, MDPI, vol. 12(10), pages 1-21, May.
    2. Kim, Minseong, 2021. "Conceptualization of e-servicescapes in the fitness applications and wearable devices context: Multi-dimensions, consumer satisfaction, and behavioral intention," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).
    3. Untung Rahardja & Claudia Teresa Sigalingging & Panca O. Hadi Putra & Achmad Nizar Hidayanto & Kongkiti Phusavat, 2023. "The Impact of Mobile Payment Application Design and Performance Attributes on Consumer Emotions and Continuance Intention," SAGE Open, , vol. 13(1), pages 21582440231, March.
    4. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    5. Hang Nguyen & Roger Calantone & Ranjani Krishnan, 2020. "Influence of Social Media Emotional Word of Mouth on Institutional Investors’ Decisions and Firm Value," Management Science, INFORMS, vol. 66(2), pages 887-910, February.
    6. Lucia-Palacios, Laura & Pérez-López, Raúl & Polo-Redondo, Yolanda, 2018. "Can social support alleviate stress while shopping in crowded retail environments?," Journal of Business Research, Elsevier, vol. 90(C), pages 141-150.
    7. Sukhoon Chung & Jin-Woo Park & Sangryeong Lee, 2022. "The Influence of CSR on Airline Loyalty through the Mediations of Passenger Satisfaction, Airline Brand, and Airline Trust: Korean Market Focused," Sustainability, MDPI, vol. 14(8), pages 1-15, April.
    8. Mehdi Khademi Gerashi & Farbod Fakhreddin, 2021. "Influence of emotions on purchase loyalty among child consumers: the moderating role of family communication patterns," Journal of Marketing Analytics, Palgrave Macmillan, vol. 9(4), pages 298-310, December.
    9. Li, Jiawen & Meng, Lu & Zhang, Zelin & Yang, Kejia, 2023. "Low-frequency, high-impact: Discovering important rare events from UGC," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    10. Zhenshan Xu & Hong Zhang & Chunhui Zhang & Man Xu & Nan Dong, 2019. "Exploring the Role of Emotion in the Relationship between Museum Image and Tourists’ Behavioral Intention: The Case of Three Museums in Xi’an," Sustainability, MDPI, vol. 11(3), pages 1-20, January.
    11. Tang, Jiansheng & Zhou, Jiamin & Zheng, Chundong & Jiao, Sijing, 2022. "More expectations, more disappointments: Ego depletion in uncertain promotion," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    12. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    13. Stadler Blank, Ashley & Loveland, Katherine E. & Houghton, David M., 2021. "Game changing innovation or bad beat? How sports betting can reduce fan engagement," Journal of Business Research, Elsevier, vol. 134(C), pages 365-374.
    14. Gross, Hellen P. & Ingerfurth, Stefan & Willems, Jurgen, 2021. "Employees as reputation advocates: Dimensions of employee job satisfaction explaining employees’ recommendation intention," Journal of Business Research, Elsevier, vol. 134(C), pages 405-413.
    15. Monica Cerdan Chiscano & Ana Isabel Jiménez-Zarco, 2021. "Towards an Inclusive Museum Management Strategy. An Exploratory Study of Consumption Experience in Visitors with Disabilities. The Case of the CosmoCaixa Science Museum," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
    16. Söderlund, Magnus & Sagfossen, Sofie, 2017. "The depicted service employee in marketing communications: An empirical assessment of the impact of facial happiness," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 186-193.
    17. Zheng, Wei-Quan & Cheung, Sze-Man & Zhu, Bo-Wei & Xiong, Lei & Tzeng, Gwo-Hshiung, 2024. "A hybrid multi-attribute decision-making model for the systematic evaluation of exoticism-themed retail spaces from the perspective of consumer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    18. Ezhil Kumar, Madhumitha & Sharma, Dheeraj P. & Tapar, Archit V., 2021. "Out-of-stock justifications and consumers’ behavioral outcomes– exploring the role of product type and sales level information in out-of-stock situations," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
    19. Kim, Minseong, 2021. "Does playing a video game really result in improvements in psychological well-being in the era of COVID-19?," Journal of Retailing and Consumer Services, Elsevier, vol. 61(C).

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