An Empirical Investigation on How Surprise is Connected to Customer Satisfaction JOELLE VANHAMME * *

  • Joëlle Vanhamme
  • Published 2003


This research investigates the specific influence of the emotion of surprise on customer transactionspecific satisfaction. Four empirical studies–two field studies (a diary study and a cross section survey) and two experiments–were conducted. The results show that surprise positively [negatively] influences satisfaction directly and indirectly (via the… (More)

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