Satisfaction and Consumption Emotions of Library Users at a Public University in Mexico: A Case Study

Consumption emotions are not always considered when satisfaction with library services is assessed. In this research, consumption emotions perceived by users of eight different libraries of a Mexican higher education institution are identified when using library services. Laros and Steenkamp. 2005. “Emotions in Consumer Behavior: A Hierarchical Approach.” Journal of Business Research 58: 1437–45. https://doi.org/10.1016/j.jbusres.2003.09.013 hierarchical scale was used to assess library users’ consumption emotions. The relationship between those emotions and the users’ satisfaction is then established and analyzed using both descriptive statistics analysis and an entropy-oriented machine learning approach. The first approach suggests that users feel more positive consumption emotions (contentment and happiness) than negative emotions (anger). The entropy analysis shows that the identified consumption emotions have a great prediction power over the satisfaction level that users will manifest. This research contributes to the issue of satisfaction assessment by including library users’ consumption emotions in Mexico.

A sentiment analysis of the influence of service attributes on consumer satisfaction

User generated content on web serves as a valuable source of information for both companies and consumers. Scholars have analyzed emotional polarity of the reviews to study customer satisfaction, but the dominant factors are not explained accurately by numerical ratings solo and the simplistic-categories of emotional polarity. This paper investigates the service attributes and detailed emotions effecting consumer satisfaction using deep learning, to explore how consumption satisfaction is influenced by emotions and what factors arouse the certain emotion. First, more than 120,000 online hotel reviews related were retrieved. Second, a novel and dataset-based seven-dimensional evaluation system, applying the BERT model was proposed. This solves the problem of polysemous words, and can more accurately reflect the service attributes consumers really care about. In particular, the analysis reveals that the overall consumer satisfaction is affected by key service attributes including service, cleanliness, equipment, price, location, internet and catering, among which the cleanliness attributes has the greatest impact. Lastly, the latest Kismet emotional recognition method was adopted to effectively identify the emotional polarity and 11 detailed emotions. The regression relationship between emotion and overall satisfaction was also verified, which enabled a more accurate analysis for consumption emotions and satisfaction.

Consumption Emotions and Consumer Values among Turkish Consumers during the COVID-19 Pandemic

The COVID 19 pandemic created economic havoc around the world. Along with healthcare challenges, the pandemic has also been changing consumer lifestyles. It affects business structures and service delivery too. This article draws on an investigation of the effect of consumption emotions of Turkish consumers on consumer values during the COVID 19 Pandemic. A convenience sampling method was adopted in the study and a questionnaire survey was administered to collect 390 consumer cases. The results show that the consumption emotions of Turkish consumers during the COVID 19 Pandemichad a significant positive effect on consumer values. It was found that Turkish consumers were to feel anxiety, calmness and hope more often than not during the pandemic.

Examining the relevance of emotions for regulation of food wastage behaviour: A research agenda

Purpose<br/> Research has pointed towards the emotional component of decisions contributing to the wastage of food at the end of the supply chain. The present study reviews food wastage literature to reveal the role of emotions with respect to regulation, reduction and prevention of food wastage among consumers.<br/> Research methodology<br/> The study is literature-driven and seeks to uncover latent emotional motives underlying the actions leading to the wastage of food. It utilises previous studies in the fields of consumption emotions, food wastage, pro-environmental behaviour and sustainability to offer unconventional research propositions that underline the interplay of these variables.<br/> Findings<br/> Based upon the literature, the paradoxical nature of anticipated emotions' influence was considered and confirmed. The findings suggest that the anticipation of experiencing positive emotions due to desires of being recognised as a good provider or expressing one's affection may lead to actions that contribute to increased wastage, while anticipating that a negative affect experience may create a positive outcome with regard to food wastage.<br/> Limitations<br/> The majority of prior research, related to the relevance of emotions for food wastage behaviour, has focused on negative emotions, leaving a perceptible dearth of insights about the role of positive emotions.<br/> Contributions<br/> The study builds a novel narrative of how emotions channelise behaviour concerning food wastage, and proffers an argument for a more rigorous examination of emotions, both positive and negative, anticipated in a situation leading to food wastage at the stage of consumption. It also identifies potential avenues for research into emotions related to food wastage.

Customer-to-customer interaction quality, promotion emotion, prevention emotion and attitudinal loyalty in mass services

PurposeThe current study aims to explore the relationships between three kinds of customer-to-customer (C2C) interaction quality and brand loyalty via customer promotion and prevention emotions.Design/methodology/approachIn order to test the model, we gathered self-administered data through an online survey. The relationships were examined using structural equation modelling (SEM).FindingsThe findings show that the influence of customer-to-customer interaction quality on promotion/prevention emotion varies: friend-interaction quality evokes both promotion emotion (high-arousal feelings) and prevention emotion (low-arousal feelings), whereas neighbouring customer-interaction quality elicits promotion emotion, and audience-interaction quality elicits prevention emotion. Moreover, the findings show that enhancing both promotion and prevention emotions is crucial to improve customer attitudinal loyalty in mass service settings, and the strength of the link from promotion emotion to attitudinal loyalty is stronger than that from prevention emotion.Practical implicationsThe authors suggest that marketers should focus on facilitating effective friend- and neighbouring customer-interaction to enhance promotion emotion.Originality/valueThe paper contributes to a stream of research on customer-to-customer interaction by exploring the relative influences of three kinds of customer-to-customer interaction quality on customer attitudinal loyalty via post-consumption emotions.

The role of consumption emotions in users’ mobile gaming application continuance intention

Purpose The long-term development of a mobile gaming application (app) depends on its continued use by its users. The expectation–confirmation model of IS continuance was used as the basic framework, to which bi-dimensional consumption emotions were added to help better explain satisfaction judgment and continuance intention in the context of mobile gaming app use. The paper aims to discuss this issue. Design/methodology/approach The data were analyzed using structural equation models. The effects of positive consumption emotions and negative consumption emotions were examined, respectively, in Models 1 and 2. Competing models (Models 3 and 4) were also examined in order to compare the proposed model. Findings Both PE and NE have an effect on the satisfaction of mobile gaming app users and their continued usage intention, a finding that represents an important contribution to the extension of technology continuance theory. Comparison with the IS continuance model shows that the new model can explain significantly more variance in continuance intention. Practical implications Mobile gaming firms should pay attention to users’ consumption emotions, especially negative emotions. Some specific emotions involved in mobile gaming app use were identified, which could guide firms’ understanding of users’ emotions. Originality/value This study offers insight into the role of consumption emotions in forming continuance intentions toward mobile gaming app use in China, a topic that has not previously been investigated.