The Role of Cognition and Affect in the Formation of Customer Satisfaction: A Dynamic Perspective

What Influences Customer Satisfaction When? Product and Service Over Time

“…Though there are differences between this study's product and service and Homburg et al's (2006) cognition and affection, we argue that product has a close relationship with cognition, whereas service has a close relationship with affection. If this thinking is correct, in terms of utilitarian products, this study's findings are consistent with those of Homburg et al (2006). However, Homburg et al (2006) argued that the importance of cognitive factors on utilitarian products is higher than on hedonic products.…”

“…Homburg et al (2006) also studied a utilitarian product, CD-ROM tutorials, finding that the effect of affective factors on customer satisfaction declined over time while the effect of cognitive factors increased. Though there are differences between this study's product and service and Homburg et al's (2006) cognition and affection, we argue that product has a close relationship with cognition, whereas service has a close relationship with affection.…”

“…Few studies have explored the dynamics of product and service weight (Homburg, Koschate, and Hoyer, 2006;Mittal and Katrichis, 2000;Mittal et al, 1999), Further, such dynamics related research generally only explores short intervals, such as two years post-purchase. Since long-term studies of this issue do not exist, no study provides complete weight variations over the entire customer relationship.…”

Consumer sophistication and the role of emotion on satisfaction judgments within credence services

“…Alford and Sherrell's (1996) results are substantiated by m ore recent studies which simultaneously confirm the existence and assess the impact of cognitive and affective components on satisfaction judgments (e.g. Homburg et al, 2006). Alford and Sherrell's Research, 1996) However, with all these studies consumer homogeneity has been assumed when there is increasing evidence to suggest consumer heterogeneity exists within such contexts (e.g.…”

The moderating role of prior experience in technological acceptance models for ubiquitous computing services in urban environments

“…This is because the efficacy and capabilities of IS can be more confidently assessed by users with prior experiences with IS. In the consumer behavior discipline, the user's perceptions of efficacy and usefulness of a product or a service are more confident and solid as experience accumulates [98]. Thus, perceived usefulness formed by prior experience may predict intention to use better than that formed by second-hand experience.…”