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Now or later: Delay's effects on post-consumption emotions and consumer loyalty

机译:现在或以后:延迟对消费后情绪和消费者忠诚度的影响

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摘要

This study identifies differences in immediate and delayed post-consumption emotional assessments, triggering a dynamic shift in word-of-mouth evaluation and repurchase intention. Experiment 1 compares participants' responses to cellphone purchases in immediate and half-hour delay conditions. Experiment 2 generalizes the research scope by examining biscuit consumption and imposing an additional 24-hour delay. Results indicate that (1) products with higher hedonic value elicit excitement and cheerfulness, which intensify over time and increase consumer loyalty; (2) products with higher utilitarian value induce feelings of confidence and security, which gradually fade in intensity and diminish consumer loyalty over time; (3) products with lower hedonic value lead to dissatisfaction, which dissipates over time, and low-level consumer loyalty rises; and (4) products with lower utilitarian value generate feelings of anger, which grow over time and erode consumer loyalty.
机译:这项研究确定了立即和延迟的消费后情绪评估的差异,从而触发了口碑评估和回购意向的动态变化。实验1比较了参与者在即时和半小时延迟情况下对购买手机的反应。实验2通过检查饼干的消耗并施加额外的24小时延迟来概括研究范围。结果表明:(1)具有较高享乐价值的产品会引起兴奋和愉悦,并随着时间的流逝而增强并提高消费者忠诚度; (2)具有较高实用价值的产品会引起人们的信心和安全感,随着时间的推移,这种感觉会逐渐减弱,并降低消费者忠诚度; (3)享乐价值较低的产品会导致不满意感,并随着时间的流逝而消散,低级的消费者忠诚度会上升; (4)实用价值较低的产品会产生愤怒的情绪,这种情绪会随着时间的流逝而增长,并削弱消费者的忠诚度。

著录项

  • 来源
    《Journal of Business Research》 |2014年第7期|1368-1375|共8页
  • 作者单位

    Renmin University of China, School of Business, Department of Marketing, 59 Zhongguancun Street, Haidian Dist, Beijing 100872, China;

    Renmin University of China, School of Business, Department of Marketing, 59 Zhongguancun Street, Haidian Dist, Beijing 100872, China;

    Renmin University of China, School of Business, Department of Marketing, 59 Zhongguancun Street, Haidian Dist, Beijing 100872, China;

    Planning Department of Shanxi Tobacco, 7 Changengxi Street, Tai Yuan City 030000, China;

    Renmin University of China, School of Business, Department of Marketing, 59 Zhongguancun Street, Haidian Dist, Beijing 100872, China;

  • 收录信息
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Hedonic; Utilitarian; Consumer loyalty; Emotions; Delayed evaluation;

    机译:享乐主义功利主义消费者忠诚度;情绪;评估延迟;

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