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Phillips, D.M. (1999). The role of consumption emotions in the satisfaction response (Doctoral dissertation, The Pennsylvania <strong>State</strong> <strong>University</strong>, 1999). Dissertation Abstracts International, 60-07A, 2589 (UMI No. AAI9938040). Plutchik, R. (1980). Emotion: A psychoevolutionary synthesis. New York: Harper & Row. Plutchik, R. (2003). Emotions and life: Perspectives from psychology, biology, and evolution. Baltimore: United Book Press. Plutchik, R., & Kellerman, H. (1974). Manual of the emotions profile index. Los Angeles: Western Psychological Services. Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust, and switching barriers on customer retention in a continuous purchasing setting. International Journal of Service Industry Management, 14(4), 374-395. Ratchford, B.T. (1987). New insights about the FCB Grid. Journal of Advertising Research, 27(4), 24-39. Reinartz, W., & Kumar, V. (2000). On the profitability of long-life customers in a noncontractual setting: An empirical investigation and implications for marketing. Journal of Marketing, 64(4), 17-35. Richins, M.L. (1997). Measuring emotions in the consumption experience. Journal of Consumer Research, 24(2), 127-146. Russell, J.A., & Snodgrass, J. (1987). Emotion and the environment. In S. Daniel, & Irwin, A. (Eds.). Environmental Psychology (pp. 245-281). New York: John Wiley & Sons, Inc. Spears, M.C., & Gregoire, M.B. (2006). Foodservice organization: A managerial and system approach (6 th ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall. Swan, J.E., & Combs, L.J. (1976). Product performance and consumer satisfaction: A new concept. Journal of Marketing, 40, 25-33. Taylor, R.K. (2000). Marketing strategies: Gaining a competitive advantage through the use of emotion. Competitiveness Review, 10(2). 146-152. Tse, D.K., & Wilton, P.C. Models of consumer satisfaction: An extension. Journal of Marketing Research, 25, 1988, 204-212. Westbrook, R.A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24, 258-270. 10
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Page 1 and 2: RESTAURANT CUSTOMERS’ EMOTIONAL E
Page 3 and 4: applicability. The moderating role
Page 5 and 6: Abstract This study attempted to de
Page 7 and 8: Table of Contents List of Figures..
Page 9 and 10: Assess Reliability and Validity....
Page 11 and 12: List of Figures Figure 1.1. A conce
Page 13 and 14: Acknowledgements I would like to th
Page 15 and 16: CHAPTER 1 - INTRODUCTION The study
Page 17 and 18: Statement of the Problem Much of pr
Page 19 and 20: Figure 1.1. A conceptual model show
Page 21 and 22: Snodgrass, 1987). Assessing the pot
Page 23: Homburg, C., & Giering, A. (2001).
Page 27 and 28: cognitive processing. Bodily states
Page 29 and 30: quarrelsome or shy). It is based on
Page 31 and 32: distrust. Edell and Burke (1987) de
Page 33 and 34: Table 2.1. A summary of the emotion
Page 35 and 36: While many researchers have support
Page 37 and 38: Although the definitions of custome
Page 39 and 40: On the other hand, for the affectiv
Page 41 and 42: as by the instant impact of in-proc
Page 43 and 44: in the restaurant industry. Satisfi
Page 45 and 46: accumulation) that build credibilit
Page 47 and 48: Table 2.3. Switching barriers ident
Page 49 and 50: While there is a lack of consistenc
Page 51 and 52: experienced any problems (Maxham &
Page 53 and 54: interpersonal relationships. Altern
Page 55 and 56: References Aaker, D.A., Stayman, D.
Page 57 and 58: Dick, A.S., & Basu, K. (1994). Cust
Page 59 and 60: Holbrook, M.B. (1986). Emotion in t
Page 61 and 62: Mano, H. (1990). Emotional states a
Page 63 and 64: Ranaweera, C., & Prabhu, J. (2003).
Page 65 and 66: Yang, Z., & Peterson, R.T. (2004).
Page 67 and 68: Figure 3.1. Procedures to develop a
Page 69 and 70: Step 3: Data Collection 1 An on-lin
Page 71 and 72: eason why you revisited the restaur
Page 73 and 74: evisit intention were added because
Page 75 and 76:
Hair, J. F., Anderson, R. E., Tatha
Page 77 and 78:
CHAPTER 4 - A CONSUMPTION EMOTION M
Page 79 and 80:
validity remains uncertain since th
Page 81 and 82:
ongoing thought (Izard, 1977). Howe
Page 83 and 84:
dimension from sleep to frantic exc
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CES in some contexts, suggesting th
Page 87 and 88:
Many studies adopting the categoric
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the emotional (or affective) respon
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excluded (guilty). Item-to-total co
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72.08% of the total variance. This
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Discussion The objectives of this s
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staff communication and response st
Page 99 and 100:
References Aaker, D.A., Stayman, D.
Page 101 and 102:
affect in consumer behavior: Emergi
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Ortony, A., & Turner, T.J. (1990).
Page 105 and 106:
Table 4.1. A Summary of the Emotion
Page 107 and 108:
Table 4.2. Exploratory Factor Analy
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Table 4.4. Confirmatory Factor Anal
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Excited Surprised Amazed Curious So
Page 113 and 114:
Introduction For many years, resear
Page 115 and 116:
Theoretical Background and Hypothes
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experiences (Havlena & Holbrook, 19
Page 119 and 120:
Mediating Effect of Customer Satisf
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intention diminishes as the perceiv
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included managers of full-service r
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structural model was used to assess
Page 127 and 128:
Accordingly, the Fisher test, which
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used in further analyses. As Table
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study results revealed that both po
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customers’ post-purchase behavior
Page 135 and 136:
References Allen, C.T., Machleit, K
Page 137 and 138:
Evrard, Y., & Aurier, P. (1994). Th
Page 139 and 140:
Keaveney, S.M. (1995). Customer swi
Page 141 and 142:
Rust, R.T., Zahorik, A.J., & Keinin
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Table 5.1. Measure Correlations, th
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Table 5.2. Standardized Maximum-Lik
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Table 5.4. Structural Invariance St
Page 149 and 150:
CHAPTER 6 - SUMMARY AND CONCLUSIONS
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variance. Coefficient Alphas for th
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The results of the SEM showed that
Page 155 and 156:
satisfaction, and 2) the reasons fo
Page 157 and 158:
Limitations and Suggestions for Fut
Page 159 and 160:
• Treating all customers special
Page 161 and 162:
Evrard, Y., & Aurier, P. (1994). Th
Page 163 and 164:
Ranaweera, C., & Prabhu, J. (2003).
Page 165 and 166:
Greetings Restaurant-goers! Do you
Page 167 and 168:
RESTAURANT CUSTOMERS' EMOTIONAL EXP
Page 169 and 170:
4.8 Contented 1 2 3 4 5 6 7 4.9 Cur
Page 171 and 172:
SECTION 3: INFORMATION ABOUT YOURSE
Page 173 and 174:
Dear Participants: We are conductin
Page 175 and 176:
Restaurant Lovers Survey II Questio
Page 177 and 178:
Question 6 ** required ** Please in
Page 179:
Question 14 ** required ** Area of
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