TY - JOUR
T1 - An exploration of the cognitive-affective model of satisfaction in a shopping context
T2 - A test of competing models
AU - Im, Hyunjoo
AU - Ha, Sejin
PY - 2011/10/1
Y1 - 2011/10/1
N2 - 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.
AB - 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.
KW - Cognitive-affective model
KW - Satisfaction
KW - Shopping environment
UR - http://www.scopus.com/inward/record.url?scp=79960872508&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=79960872508&partnerID=8YFLogxK
U2 - 10.1080/02642069.2010.504983
DO - 10.1080/02642069.2010.504983
M3 - Article
AN - SCOPUS:79960872508
VL - 31
SP - 2273
EP - 2288
JO - Service Industries Journal
JF - Service Industries Journal
SN - 0264-2069
IS - 13
ER -