Reassessing Relationships in Consumer Markets: Emotion, Cognition, and Consumer Relationship Intention

Fernandes, Teresa; Proença, João F.

doi:10.1080/15332667.2013.763719

Cited by 30 publications

(21 citation statements)

References 83 publications

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“…This study could also be improved with access to database information on customer actual behavior history since measurements were based on self-reports. Also, while we used a traditional battery of customer loyalty behaviors, other "higher order" behaviors could be studied such as willingness to cooperate or acquiescence (Fernandes & Proença, 2013;Jones & Taylor, 2007). Additionally, a number of concurrent factors, such as rm or customer-based, not investigated here may prove to be signi cant to future studies.…”

Section: Resultsmentioning

confidence: 99%

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Customer Engagement and Loyalty: A Comparative Study Between Service Contexts

Fernandes

Esteves

2016

Services Marketing Quarterly

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The article discusses the e ect of context on customer engagement and presents propensity to engage as an attitudinal antecedent of loyalty behaviors. We argue that customers may hold di erent propensity to engage depending on the speci c service context, which in turn will in uence more or less favorable behaviors. Data were collected through a convenience sample of consumers in two settings, high and low contact services. Results revealed that propensity to engage and loyalty behaviors vary signi cantly between the contexts studied. We also conclude that the majority of loyalty behaviors are correlated, in both contexts, with customers' propensity to engage.

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Section: Resultsmentioning

confidence: 99%

“…As such, the behavioral approach may not yield a comprehensive insight into the underlying reasons. Instead it is a consumer's disposition in terms of intentions that plays an important role (Fernandes & Proença, 2013).…”

Section: Towards a Multidimensional Concept Of Customer Engagement: Pmentioning

confidence: 99%

Customer Engagement and Loyalty: A Comparative Study Between Service Contexts

Fernandes

Esteves

2016

Services Marketing Quarterly

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“…However, the thing that is unclear is that when examining the mediation effect of both SEVs and EBA, would that effect be significantly higher in a cognitive experiences-SRL relationship compared to a cognitive experiences-SRL Based on the argument that was developed in the previous sections, it could be argued that emotional variables, in general, tend to have higher power in predicting higher forms of dedication to the service brand and higher order intentions, compared to cognitive variables (see for example, Fernandes and Proença, 2013). In this case, it is reasonable to assume that although SEVs and EBA may potentially mediate the relationship between emotional experiences and SRL, that effect might be lower compared to that between cognitive experiences and SRL.…”

Section: Mediation Effect Of Sevs and Ebamentioning

confidence: 99%

“…Based on the above discussion, it can be assumed that the benefits associated with immersion and surprise are less cognitive in nature, since they emphasise the emotional rather than the functional aspects of the customer experience. In this case, when an attitude is mainly formed on the basis of emotions, a customer-service provider's relationship will be intensified, deeply experiential and largely driven by emotions (Fernandes and Proença, 2013;Thompson et al, 2006). For these customers, who are more intuitive and less analytic, intrinsic values (e.g.…”

Section: Emotional Experiences Eba Variablesmentioning

confidence: 99%

“…informing consumer decisions and choice processes, making a good purchase in relation to costs and quality, evaluating the utilitarian benefits obtained from the delivery of the core service), rather than the emotional aspects of the customer experience. In this vein, Fernandes and Proença (2013) point out that when the formation of an attitude is mainly based on cognition, a customerservice provider's relationship will be highly goal-oriented. For customers who are goal-directed, extrinsic values (e.g.…”

Section: Page 12 Of 39 International Journal Of Retail and Distributionmentioning

confidence: 99%

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The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship

Alnawas

Hemsley‐Brown

2018

IJRDM

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Purpose: the aim of this paper is twofold: first, to examine the differential effect of two cognitive (i.e. product experience, outcome focused) and two emotional experiences (i.e. surprise and immersion) on customers' cognitive outcomes (i.e. satisfaction, trust and value), and customers' emotional outcomes (i.e. passion, connection and affection); and second, to test the differential effect of customers' cognitive and emotional outcomes on switching resistance loyalty (SRL). Design/methodology/approach: survey data were collected from 843 respondents using an online panel in the UK. Structural equation modelling was employed to analyse the data (AMOS 18.0). Findings: first, cognitive experiences had a more significant effect on customers' cognitive outcomes compared to their effect on customers' emotional outcomes. Second, emotional experiences had a more significant effect on customers' emotional outcomes compared to their effect on customers' cognitive outcomes. Third, the impact of customers' emotional outcomes on SRL was not significantly higher compared to that of customers' cognitive outcomes. Fourth, the indirect effect of cognitive experiences on SRL was significantly higher, compared to that of emotional experiences.Originality/value: the key contribution of this research stems from examining the differential effect of cognitive and emotional experiences on different consumers' cognitive and emotional outcomes, thus providing deeper insights into the nature of the relationship between such variables.

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Consumers who avoid relationships: social anxiety in commercial contexts

Delacroix

Guillard

2016

J of Consumer Behaviour

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This article focuses on the study of consumers with social anxiety who avoid relationships in commercial settings. While relationship marketing recommends fostering personal relationships with customers, our research shows that too much closeness can be a problem for people with social anxiety who are apprehensive about interacting with strangers. A qualitative study based on 17 in‐depth interviews with individuals with social anxiety allows us to specify the contexts that give rise to social anxiety—physical closeness between consumer and salesperson, when the interaction is relatively long, in new situations, or in situations designed to be repeated. Our study shows that social anxiety has psychological, economic, and time costs for the consumer. Additionally, the study sets out the relational preferences of people with social anxiety, showing that they prefer neutral, distant or anonymous relationships, that they do not like or benefit from special treatment, nor do they like to be surprised by novelty. The conventional recommendations of relational marketing (e.g., creating a close relationship with customers) are partly called into question by this study, which shows that not all individuals necessarily want such relationships in a commercial context. Copyright © 2016 John Wiley & Sons, Ltd.

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Reassessing Relationships in Consumer Markets: Emotion, Cognition, and Consumer Relationship Intention

Cited by 30 publications

References 83 publications

Customer Engagement and Loyalty: A Comparative Study Between Service Contexts

Customer Engagement and Loyalty: A Comparative Study Between Service Contexts

The differential effect of cognitive and emotional elements of experience quality on the customer-service provider’s relationship

Consumers who avoid relationships: social anxiety in commercial contexts

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