Service experience: Affect formation and evaluation

Ng, S. H. M. and Dagger, T. (2008). Service experience: Affect formation and evaluation. In: Spanjaard, D., Denize, S. and Sharma, N., Australian and New Zealand Marketing Academy Conference 2008: Marketing: Shifting the Focus from Mainstream to Offbeat. Australian and New Zealand Marketing Academy (ANZMAC 2008), Sydney, Australia, (1-9). 1-3 December 2008.

Author Ng, S. H. M.
Dagger, T.
Title of paper Service experience: Affect formation and evaluation
Conference name Australian and New Zealand Marketing Academy (ANZMAC 2008)
Conference location Sydney, Australia
Conference dates 1-3 December 2008
Convener School of Marketing, University of Western Sydney
Proceedings title Australian and New Zealand Marketing Academy Conference 2008: Marketing: Shifting the Focus from Mainstream to Offbeat
Place of Publication Sydney, Australia
Publisher ANZMAC
Publication Year 2008
Year available 2008
Sub-type Fully published paper
Open Access Status
ISBN 186308 144 5
Editor Spanjaard, D.
Denize, S.
Sharma, N.
Start page 1
End page 9
Total pages 9
Collection year 2009
Language eng
Abstract/Summary The study develops a research model that examines the evaluation of service experience in collective hedonic services. This model examines the relationships of customer affect, antecedents and consequences in collective hedonic services. Using data from 450 consumers of sporting, theatre and concert events, results suggest that exterior appearance, social surroundings, entertainer performance and souvenirs/merchandise influence positive affect while parking facilities, social surroundings, entertainer performance and service provider performance influence negative affect. Customer affect (positive and negative) then drives both perceived value and satisfaction. However, only satisfaction significantly influenced behavioural intentions.
Subjects E1
1505 Marketing
910403 Marketing
Q-Index Code E1
Q-Index Status Confirmed Code

 
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Created: Mon, 09 Feb 2009, 18:29:30 EST by Karen Morgan on behalf of UQ Business School