TY  - JOUR
AB  - Purpose– Service quality and customer satisfaction have traditionally been conceptualised and measured using cognitive indicators. This paper aims to build on the body of literature that recognises the role of emotions in determining customer satisfaction and future behavioural intention.Design/methodology/approach– The focus for this study was a football stadium in which respondents' evaluation of “off pitch” service quality was investigated in the context of emotions aroused by “on pitch” activities. A time‐elapsed three‐stage survey was used to evaluate the respondents and any changes over time.Findings– In a survey of 407 match attendees, emotionally‐based satisfaction was found to be a better predictor of future behavioural intention than cognitive measures of satisfaction.Originality/value– The paper establishes the need to use both emotional and cognitive measures of satisfaction when evaluating overall customer satisfaction and future behavioural intention. It also highlights the unique nature of customer satisfaction in a sporting events venue.
VL  - 22
IS  - 3
SN  - 0887-6045
DO  - 10.1108/08876040810871183
UR  - https://doi.org/10.1108/08876040810871183
AU  - Martin David
AU  - O'Neill Martin
AU  - Hubbard Susan
AU  - Palmer Adrian
PY  - 2008
Y1  - 2008/01/01
TI  - The role of emotion in explaining consumer satisfaction and future behavioural intention
T2  - Journal of Services Marketing
PB  - Emerald Group Publishing Limited
SP  - 224
EP  - 236
Y2  - 2024/09/21
ER  -