An exploration of the cognitive-affective model of satisfaction in a shopping context: A test of competing models

Hyunjoo Im and Sejin Ha

The Service Industries Journal, 2010, vol. 31, issue 13, 2273-2288

Abstract: The objective of this study is to develop a model of satisfaction in a retail shopping context, integrating the stimuli (S)-organism (O)-response (R) paradigm and satisfaction model. The study proposed two alternative models of satisfaction, which suggest that (1) satisfaction is created by emotional reaction to the mall and disconfirmation of the expectation separately (affect independent model) or (2) satisfaction comes from the emotions generated by disconfirmation of the expectation of the mall (affect-mediating model). The results support the affect independent model. Two retail attribute factors -- Ambient and Variety -- have direct influences on both affective and cognitive responses.

Date: 2010
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DOI: 10.1080/02642069.2010.504983

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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