The effect of consumption emotions on satisfaction and word-of-mouth communications
Article first published online: 7 NOV 2007
© 2007 Wiley Periodicals, Inc.
Psychology & Marketing
Volume 24, Issue 12, pages 1085–1108, December 2007
How to Cite
Ladhari, R. (2007), The effect of consumption emotions on satisfaction and word-of-mouth communications. Psychol. Mark., 24: 1085–1108. doi: 10.1002/mar.20195
- Issue published online: 7 NOV 2007
- Article first published online: 7 NOV 2007
This paper examines the impact of consumption emotions on consumers' satisfaction and how it affects what they tell other consumers. The conceptual model is based on the premise that pleasure and arousal influence satisfaction, word-of-mouth (WOM) communications, and the likelihood of generating WOM. A study of 470 moviegoers in a French Canadian city supports most of these relationships. The results indicate that even when the effects of satisfaction are accounted for, pleasure and arousal have significant effects on WOM. © 2007 Wiley Periodicals, Inc.