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Emotion's Impact on Consumer Satisfaction

The paper by Palmer et al. (2008) explores the role of emotions in consumer satisfaction and future behavior intentions, focusing on the relationship between service quality perceptions and emotional satisfaction. A study involving 407 students revealed strong correlations among various factors, with high sampling adequacy and significant results. The authors recommend enhancing employee training to better recognize and respond to customer emotions to improve satisfaction and behavioral outcomes.

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Saifullah Siddiqui
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4 views1 page

Emotion's Impact on Consumer Satisfaction

The paper by Palmer et al. (2008) explores the role of emotions in consumer satisfaction and future behavior intentions, focusing on the relationship between service quality perceptions and emotional satisfaction. A study involving 407 students revealed strong correlations among various factors, with high sampling adequacy and significant results. The authors recommend enhancing employee training to better recognize and respond to customer emotions to improve satisfaction and behavioral outcomes.

Uploaded by

Saifullah Siddiqui
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd

Adrian palmer, David martin, Martin O’Neill and Susan Hubbard (2008) The

role of emotion in understanding consumer satisfaction and the purpose of


future behavior. In this paper the research wants to contribute the role of
understanding the emotion in assessing customer satisfaction and the relation
with corresponding intention to behavior. To identify the relationship between
the satisfaction building's more affective module, consumer perceptions of
service quality and long-term behavioral intent. Perceptions of service quality,
customer satisfaction, emotionally based satisfaction and future behavioral
intention. A sample was collected a group of students of football team. 553
questionnaires were disturbed and 407 were completed. In responses 339
were females and males were 58. To analysis the result VARIMAX rotate in
SPSS-X. There was a good correlation for all but one factor (item 17). The result
indicates the matching "sampling adequacy" KMO was 0.894 and the sphericity
test by Bartlett was 3211.248, which is considered a high chi-square, significant
at 1% (sig: 1⁄4 0:001) level. When analyzing the data factor which allocates the
variables could reduce a emotions of set the future recommendation is to The
selection and training of employees should be expanded to allow employees to
recognize the emotional state of their customers and respond accordingly
organization should enlarge their activities for development and training which
gives some discussion role of the emotion consumer.

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