Cognitive and Affective Antecedents of Consumers’ Satisfaction: A Systematic Review of Two Research Approaches

Abstract

The study of consumers’ satisfaction has generated empirical research in the last few decades, with new challenges, such as a specific lens on online consumers’ satisfaction. During the last decades, two well-differentiated research traditions can be observed: cognitive and affective. A wide range of antecedents of consumers’ satisfaction has been proposed. The present contribution empirical research conducted under these two perspectives to determine which variables are related to satisfaction, the direction of these relationships, and the differences between the two dominant approaches. We conducted a systematic review of 104 empirical studies on consumers’ satisfaction published between 1975 and 2017. The findings showed that both the cognitive and the affective tradition yield statistically significant precursors of satisfaction. A comparison between empirical studies exploring consumers’ satisfaction in traditional versus by Internet purchasing behavior showed an increasing relevance of cognitive facets in traditional consumer behavior. Empirical evidence exploring differences between consumers’ satisfaction with purchasing goods versus hiring services showed that both cognitive and affective predictors strongly impact when services are hired versus consuming goods. This article concludes with a discussion of these results and their implications.

Chinese Consumers’ Herd Consumption Behavior Related to Korean Luxury Cosmetics: The Mediating Role of Fear of Missing Out

“…If consumers believe that a brand reflects their identity, they combine the features of the brand with self-awareness and selfdefinition (Gordon and Luo, 2011). Therefore, when consumers identify with a brand, they connect with it, allowing for an enjoyable shopping experience and playing a crucial role in the selection of the product (Palací et al, 2019). This intrinsic connection with the brand encourages consumers to participate in a higher level of information sharing (i.e., word-of-mouth marketing), thus achieving the brand's interests (Shin et al, 2018).…”

Affectivity, Social Adjustment and Librarians’ User Relation: Experience of Nigerian Librarians

“…The authors noted further that employees with positive affectivity has positive outlook of themselves and the environment they found themselves. Palaci, Salcedo, and Topa (2019) found that affective predictors have strong impact when services are hired and consuming goods. This suggests that there is a relationship between service delivery and affectivity.…”

Determinants of decision in event participation perception of event organizer

“…Cooper, 1993). Dalam beberapa penelitian yang dilakukan disebutkan bahwa kriteria yang sering digunakan untuk menentukan kota tujuan MICE antara lain adalah aspek aksesibilitas, dukungan para pemangku kepentingan terkait, potensi daya tarik wisata, ketersediaan akomodasi, adanya infrastruktur MICE (tempat pertemuan, tempat pameran), imej dari destinasi, lingkungan secara umum, dan sumber daya manusia (Alain Decrop & Cozak, 2014;Boo & Kim, 2019;F Palaci, 2019).…”

“…Sejumlah kriteria itulah yang kemudian menjadi pertimbangan-pertimbangan para delegasi ketika hendak berpartisipasi pada suatu event. Tidak hanya yang berkaitan dengan aspek fisik tetapi keputusan berpartisipasi juga dipengaruhi oleh aspek non fisik yaitu motivasi yang terkait erat dengan nilai kepuasan yang berhubungan dengan aspek psikis (F Palaci, 2019;Goldblatt, 2005). Aspek psikis dalam ini misalnya persepsi tentang destinasi, citra, daya tarik, kualitas pelayanan, dan atribut lainnya yang disukai (Chaberek & Ziółkowska, 2017).…”