The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions

Riadh Ladhari, Nizar Souiden and Dufour, Béatrice

Journal of Retailing and Consumer Services, 2017, vol. 34, issue C, 10-18

Abstract: The role of emotions in hedonic service settings is well established, but their role in utilitarian service settings has received scant attention. This research attempts to fill this gap by investigating the effects of customers’ perceptions of service quality and servicescape on their emotional reactions, and their perceptions of product quality and subsequent behavioral intentions. Data are collected from 189 clients/patients who visited an optometry clinic. The study reports that perceived service quality (reliability, responsiveness, assurance, and empathy) and service environment (atmosphere and layout) both increase positive emotional satisfaction. In turn, positive emotional satisfaction leads to a high perception of product quality, high recommendation, patronage intention, and likelihood of purchase. Additionally, product quality perceptions have a significant positive impact on behavioral intentions.

Keywords: Emotions; Utilitarian service settings; Service environment; Behavioral intentions (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (36)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:joreco:v:34:y:2017:i:c:p:10-18

DOI: 10.1016/j.jretconser.2016.09.005

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