The impact of mood states and surprise cues on satisfaction

Investigating the impact of surprise rewards on consumer responses

“…Future research should explore this possibility. Third, consistent with previous literature (Kim and Mattila, 2010), the current study operationalized the surprise reward as a free dessert. Such a surprise reward might only work for guests who like desserts.…”

“…Surprise rewards can be defined as unexpected incentives firms provide to their loyal customers. In the extremely competitive global hospitality industry, more and more firms are strategically aiming to delight, rather than merely satisfy their customers (Kim and Mattila, 2010;St. James and Taylor, 2004;Vanhamme and de Bont, 2008).…”

The Impact of Fellow Consumers’ Presence, Appeal Type, and Action Observability on Consumers’ Donation Behaviors

“…Zhang & Mattila, 2015). As hedonic qualities and affective motivations such as pleasure seeking are key motivational drivers for hospitality experiences (M. G. Kim & Mattila, 2010; Mattila & Enz, 2002; Wu, Mattila, & Hanks, 2015), the current research focuses on how emotional concerns drive consumer engagement in hospitality firms’ CSR initiatives.…”

Public versus Private Voice

“…Further, people expect conflicts and challenges from out-group members, but not from in-group members, and when the latter disagree with them, they react more negatively (Phillips & Loyd, 2006). Similarly, to the extent that an event falls out of an expected schema, it makes people closely evaluate given information and exaggerates people's reactions so that negative events elicit more intense negative affect (Kahneman & Miller, 1986; M. G. Kim & Mattila, 2010;Olson, Roese, & Zanna, 1996;Ortony, Clore, & Collins, 1988).…”