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- W2171907234 abstract "Quels sont les modèles de réponses émotionnelles à une expérience de consommation insatisfaisante et quelle est la relation entre ces modèles et les réponses du consommateur suite à l'achat? Lors d' une simulation mentale, les sujets ont fait part de leurs réponses émotives et de leurs cognitions postérieures à l' achat, de leur satisfaction et de leurs intentions à la suite de la constatation d' une carence fondamentale. On a observé quatre modèles discriminables de réponses émotionnelles dans un espace tridimensionnel. Les cognitions traitant du problème, les jugements de satisfaction, la sortie, la plainte, de vive voix, et la perte de clientèle différaient entre les modèles émotionnels; en outre deux dimensions structurelles (acceptation/calme et colère/surprise) rendaient compte d' une grande partie de la variance des réponses comportementales du consommateur à l' insatisfaction. Patterns of emotional responses to a dissatisfactory consumption experience and the relationship between these patterns and consumer post-purchase responses are investigated. In a mental simulation, participants reported their emotional responses and post-purchase cognitions, satisfaction, and behavioural intentions following a core service failure. Four discriminable patterns of emotional responses, positioned in a tridimensional space, were observed. Problem-handling cognitions, satisfaction judgements, and exit, voice, word-of-mouth, and loyalty intentions were found to differ among emotional patterns, with two structural dimensions, acceptance/calmness and anger/surprise, accounting for most of the variation in consumer behavioural responses to dissatisfaction." @default.
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- W2171907234 date "1999-07-01" @default.
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- W2171907234 title "Patterns of Emotional Responses and Behavioural Consequences of Dissatisfaction" @default.
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- W2171907234 doi "https://doi.org/10.1111/j.1464-0597.1999.tb00006.x" @default.
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