Impact of anthropomorphism on consumer emotions and satisfaction in product failure: behavioral and event-related potentials evidence

This study aims to analyze the effect of price, product accessibility, and consumer emotions on user satisfaction of Somethinc brand skincare among the younger generation in Bali. This study uses a quantitative approach with an associative research type. The independent variables studied are price (X₁), product accessibility (X₂), and consumer emotions (X₃), while the dependent variable is customer satisfaction (Y). The population of the study was the entire younger generation of Somethinc skincare users in Bali, with a non-probability sampling technique through the purposive sampling method. The sample consisted of 62 respondents selected based on certain criteria such as age 17–30 years and product use for at least the last three months. Data were collected using a questionnaire and tested for validity and reliability before being analyzed using multiple linear regression. The results of the study indicate that partially, price and consumer emotions have a positive and significant effect on customer satisfaction. Simultaneously, the three independent variables are also proven to have a significant effect on the level of user satisfaction of Somethinc skincare products. These findings indicate that a marketing strategy that considers competitive price aspects and positive emotional experiences will have a significant impact on increasing the satisfaction and loyalty of young consumers. The practical implications of these results provide a basis for companies to develop more focused and customer experience-based marketing strategies, especially in the dynamic and competitive skincare market.

There is a lack of attention to the role of emotions in consumers' product evaluation. Much of the literature concerned with services' evaluation focuses on the distinction between the tangible and intangible aspects of the service offered and how they contribute towards the consumer's satisfaction. However, these differences may be contingent upon a wider range of factors including the duration of the service, the individual's personality, natural preferences, and emotional state prior to, during, and after the service encounter. The leisure/charter airline industry provides an ideal setting to study the effects of the aforementioned conditions. This article reports the findings of a study that currently comprises more than 1400 cases and focuses on the influence of emotions on service evaluation. The findings indicate that the leisure/charter airline passengers' emotions prior to, and during, the flight are related to service provision and that emotions are related to the passengers' overall satisfaction rating for the services received.

Food retailers are lagging behind other industries in implementing innovative mobile solutions offering their services and purchasing processes on their online platforms. Chatbots can be leveraged as an application to provide customer-centric services while retailers benefit from collecting consumer data. Previous literature on chatbot technology provides evidence that human characteristics enhance the customer experience. This is the first experimental study to investigate consumer attitudes and satisfaction with anthropomorphic chatbots in food e-commerce. A sample of 401 participants was tested to verify the proposed hypotheses. The test group interacted with a standard chatbot without human-like characteristics, while the control group communicated with the anthropomorphically designed agent. The results confirm the vast potential of anthropomorphic cues in chatbot applications and show that they are positively associated with customer satisfaction and mediated by the variables enjoyment, attitude, and trust. The findings suggest that to remain competitive, food retailers should immediately adopt innovative technologies for their omnichannel strategy and incorporate anthropomorphic design cues.

The purpose of this study is to examines how restaurant atmosphere, consumer emotions, restaurant design, and service quality influence consumer satisfaction at the J.CO Donuts & Coffee Restaurant at Depok city, Indonesia. It also investigates the relationship between customer satisfaction and loyalty. A sample of 140 fast-food consumers was collected using a structured questionnaire. This paper uses partial least squares path modelling to test and validate the study’s model and hypotheses. The results suggest that consumer emotions, restaurant design, and service quality have a positive influence on consumer satisfaction. The findings also reveal increasing the effect of satisfaction on loyalty.

The present study analyzes consumers perceptions of music streaming and how such perceptions might influence customers brand loyalty and purchase intent. The competitive advantages of music streaming, widely known for its cost-saving measures, ease of use, and worldwide accessibility, are carefully reviewed herein. The S-O-R Theory commonly employed in psychology studies is applied in this study to explain the relationship between the product characteristics of streaming music (e.g., price, content quality, functionality, convenience, and design) and consumer behavior as seen by consumption emotions. This relationship is viewed as either positive or negative in consumer satisfaction and purchase intention. The data were collected through an online web-based survey questionnaire. One thousand seven (1007) subjects from Indonesia completed the survey. The Structured Equation Modeling (SEM) was used to examine the relationship among product attributes, consumer satisfaction, and purchase intention. Our study findings revealed a strong association between emotion and particular product characteristics, whereby a positive emotion exists across all product characteristics in music streaming services. The design variable is the most popular function of all music streaming services product attributes. Our findings suggest that either positive or negative emotions may predict the functionality constructions in comparison with previous research results. On the other hand, the findings of the present study suggest that only positive emotions can influence the satisfaction level of consumers and, in turn, affect the consumers purchasing intent

Emotions have significant impact on formation of consumer in-store behaviour, satisfaction and loyalty. Answering the question “what are determinants responsible for consumers’ emotions elicitation in store” may indicate for the scholars and retail professionals the ways to increase desired or diminish undesired emotional experience in store environment. Objective store environment does nor self affect consumers, it has impact to individual only after it is interpreted and appraised. Purpose of this paper is on the basis of critical review of research on environment-emotion relationship, indicating limitations and opportunities for following studies, to develop conceptual framework of store environment – consumer emotion relationship, where subjective environment appraisal concept would be integrated. This causal problem-solving construct combines subjectively appraised environmental characteristics, which are responsible for triggering emotions. Framework can be used as instrument to improve store environment, create marketing signals, it is relevant for instructing personnel how to indentify consumer emotions and deal with them. DOI: http://dx.doi.org/10.5755/j01.em.17.1.2279

Although older consumers constitute a growing consumer segment with substantial buying power, not much is known about their satisfaction with retail stores and its antecedents. This study examines how having in-store, face-to-face service encounters with store personnel affects the store satisfaction of older consumers, focusing on the moderating role of consumer age and the mediating role of positive emotions. An empirical study demonstrates positive effects of service encounters with store employees on the store satisfaction and positive emotions of older consumers. Consumer age moderates these effects, so that there are no similar positive effects of in-store service encounters on store satisfaction or positive emotions for the younger consumers. Positive emotions also mediate the effects of in-store service encounters on store satisfaction for the older consumers, but not for the younger consumers.

The emergence of the restaurant allows people to not have to cook for themselves. Inrestaurant, consumer enable to get some food and baverage to full fill their needs. Recently,many kind of restaurant that offer pleasant service include the interior decoration as well asthe exterior are attractive and also put forward the good service by relying on a qualitywaiter. This kind of service is called as service environment (servicescape and serviceencounter) where the restaurant offer pleasant servicescape and service encounter toinfluence positive consumer emotion for satisfying consumer for satisfying consumerbecause of the consumer perceived service quality will increase. This new way of pleasantservice environment has the potential for greater impact on consumer. Therefore, the aim ofthis research is to know the effect that servicescape and service encounter in restaurant onconsumers’ emotion (pelasure and arousal), perceived service quality, and consumersatisfaction. The research methodology used for this study is a case study with surveyresearch method. Convenience sampling technique derived from non-probability samplingtechniques are used for sample selection. The sample of this research is 257, from peoplewho have visited Warunk Upnormal Purwokerto. Statistical software SPSS and AMOS isused to analyze the data. The findings in this area will help Warunk Upnormal Purwokertoand other marketers to reach out its potential customers and align their marketing effort inefficient way by pay attention on the marketing policies about Servicescape and serviceencounter. The limitations of the research is some respondents not read and answer thequestion clearly and made it not represent their exact perception

PurposeThis study addresses the impact of aesthetics and formality in Food Delivery Applications (FDAs) in evoking emotions, and how these influence the intention to reuse and compulsive usage, providing critical insights for designing responsible and effective marketing strategies.Design/methodology/approachA quantitative analysis of data collected from 1,029 FDA users was employed, using the PAD (Pleasure, Arousal, Dominance) theory to investigate how aesthetic design and formality affect emotions and consumer behaviour towards the applications.FindingsThe study reveals that aesthetic appeal and formality significantly impact emotions of dominance, arousal, and pleasure, which are decisive in users' decisions to continue using FDAs and in the manifestation of compulsive usage behaviours.Research limitations/implicationsThis study presents inherent limitations due to its cross-sectional design, which prevents offering a longitudinal perspective on the evolution of consumer behaviour regarding FDAs. The actual purchasing behaviour is not examined, but rather the suggested experiences. Future research could be enriched by considering cultural, social, and demographic factors, the influence of sustainability on the perception and use of FDAs, and the importance of specific sustainable practices. Adopting a longitudinal approach and utilising actual usage data would allow for a deeper and more nuanced understanding of consumer behaviour towards FDAs, taking into account both personal factors and functional attributes of FDAs along with their aesthetic appeal and emotional reactions.Practical implicationsThe findings provide guidelines for FDA companies to optimise their interfaces to enhance user experience, foster loyalty, and prevent compulsive usage. They emphasise balancing aesthetics and functionality to induce more conscious and sustainable consumption behaviours.Social implicationsThis study highlights significant social implications stemming from the integration of aesthetic appeal and formality in Food Delivery Apps (FDAs) and their effect on consumer emotions, which in turn influences reuse intention and compulsive use. Amidst the COVID-19 pandemic, consumer behaviours have shifted towards increased electronic transactions and hedonic consumption as responses to stress, anxiety, and boredom, leading to a reevaluation of life experiences through technological means. The research underlines the critical role of emotions, particularly pleasure, dominance, and arousal, in promoting the intention to reuse FDAs, which has far-reaching implications for consumer engagement, compulsive usage patterns, and the need for responsible, sustainable consumption practices. It suggests a new avenue for businesses and policymakers to consider emotional impacts and consumer satisfaction in the design and regulation of FDAs, aiming to mitigate potential adverse effects of compulsive usage and to encourage sustainable, responsible consumption behaviours.Originality/valueThe research offers a novel perspective by exploring how aesthetic and emotional dimensions affect consumer loyalty and compulsivity. These areas are still to be examined in depth in the marketing literature. The findings enhance the theoretical and practical understanding of FDA marketing, demonstrating how design can influence consumer well-being and the sustainability of purchasing behaviour.HighlightsNovel use of PAD theory to analyse FDA’s aesthetic appeal and formality on user emotions.FDA’s aesthetic appeal significantly influences reuse intentions and compulsive usage.Emotions of pleasure, dominance, and arousal are directly linked to FDA reuse intention.Pleasure and reuse intention influence the compulsive use of FDAs.

Although both consumption emotion and satisfaction judgments occur in the post-purchase period, little is known about their correspondence. This article investigates the interrelationships between the two constructs by way of taxonomic and dimensional analyses to identify patterns of emotional response to product experiences. Five discriminable patterns of affective experience were uncovered, which were based on three independent affective dimensions of hostility, pleasant surprise, and interest. The results extend prior findings of a simple bidimensional affective-response space and reveal that satisfaction measures vary in their ability to represent the affective content of consumption experiences.

This study was conducted with the aim of identifying the consumption value of convenience store customers, analyzing the impact of consumption value on consumption emotion and behavioral intention, and helping all active marketing for convenience store customers. Based on previous studies, three hypotheses were established, and a survey was conducted on consumers who had experience using convenience stores. As a result of the study, first, the consumption value of convenience store customers has a positive effect on consumption sentiment. Second, the consumption sentiment of convenience store customers has a positive effect on behavioral intention. Third, the consumption value of convenience store customers has a positive effect on behavioral intention. This study suggests that marketing strategies should be established to maximize the consumption value preferred by convenience store customers by suggesting ways to improve service quality, consumer satisfaction, and sales when visiting convenience store customers' direct stores.

We examined the role of causal attributions of sport consumers in the formation of emotions and satisfaction judgment. Participants were 165 students at a large university in the southeastern United States. Through a series of hierarchical regression analyses, their attribution processes were found to be an important antecedent of their consumption emotions. Specifically, internal causes that related to the game outcome (e.g., internal control and stability) had a significant positive impact on their feelings of pride and a significant negative effect on their shame, whereas external control had a significant positive impact on their anger and a significant negative effect on their feelings of gratitude. Thus, both internal control and stability appeared to be the most influential causal attribution dimensions in predicting consumer satisfaction with the outcome of a game. From a practical perspective, marketing campaigns emphasizing a sporting team's season-long stability may enhance sport consumers' satisfaction.

In this study, consumer satisfaction was divided into cognitive responses before purchase and emotional evaluation after purchase, and this study focused on college students in their 20s. The purpose of this study was to verify the effect of expectation fulfillment of consumer satisfaction on convenience store PB food, the relationship between consumption emotion, trust, and repurchase intention. In addition, the effect of consumption satisfaction and repurchase intention was verified as a mediating effect of trust. For the empirical analysis of this study, four universities located in Daejeon Metropolitan City were selected and visited and mailed for four days from October 14 to 18, 2019 to collect 300 copies. A total of 275 samples were used for empirical analysis, except for 25 parts, which were not statistically usable. Hypothesis 1, Consumption related emotion of consumer satisfaction had a positive effect on trust. Hypothesis 2, Consumption related emotion of consumption satisfaction had a positive effect on repurchase intention. Hypothesis 3, Trust had a positive effect on repurchase intentions. Hypothesis 4, consumption related emotions of consumption satisfaction had a positive effect on repurchase intention through mediation of trust. As a result, it is necessary to have a competitive edge with a differentiated strategy from the existing brands so that the convenience of PB products owned by the convenience store can increase the high quality and low cost-performance ratio and lead to satisfaction and repurchase.

The importance of repurchasing intention indicates a product's success or failure in the market. This study aimed to determine and analyze the effect of product quality and brand image on repurchase intention through consumer satisfaction with Scarlett Whitening products. The data processing method in this study used the Structural Equation Modeling (SEM) modeling equation with a total of 135 respondents. This study uses a quantitative analysis approach that adopts Partial Least Square (PLS). This study uses inferential statistical data analysis. The first finding is that product quality positively affects customer satisfaction. The brand image on customer satisfaction is declared influential or accepted. Product quality has a positive effect on repurchase intention and is accepted. The effect of brand image on repurchase intention is declared to have no effect, or the hypothesis is proven to be rejected. Customer satisfaction has a positive effect on repurchase intention. The results empirically prove if product quality affects repurchase intention, mediated by consumer satisfaction. Brand image has a positive effect on repurchase intention mediated by consumer satisfaction. This study has implications for management that a good brand image of Scarlett body lotion will generate fame or can be said to attract consumers' attention, and quality Scarlett body lotion products will also increase consumer repurchases.

PurposeThe purpose of this paper is to consider whether consumers can recover from a service failure by utilizing internal and external energy resources that are available to them at the time of an online complaint. Based on the Conservation of Resources (COR) theory, this research conceptualizes the complainers' act of complaining through internal and external energy resources. By investing (direct utilization of resources) and mobilizing (utilizing resources to change the trajectory of a loss) these resources, this study aims to understand which resources (internal or external) and what strategies (investment or mobilization) are effective in the face of a resource loss.Design//methodology/approachStudy 1 aimed to test the impact of energy resources (motivation and affordance) on consumers' negative emotions and satisfaction with their complaints through an online panel survey. Study 2 was a between-subjects design experiment aimed to overcome the diversity of the circumstances around a service failure, complaint motivation and complaints that were captured in Study 1.FindingsThis study provides evidence of the negative and positive effects of internal and external energy resources, respectively, in altering the consumer's emotions and behavioral intentions. The findings of this study underline the role of affordances of features, specifically perceived conversationality of digital features, in improving consumers' relationship with the defaulting firm.Practical implicationsBased on the findings related to the perceived conversationality of digital features, managers are urged to explore the affordances of online features that consumers use for communications, in general, or for complaints, in particular.Originality/valueTo our understanding, this paper is the first study to employ COR theory as a conceptual background, and in turn, the first to conceptualize complaint motivations and online complaint features as internal and external resources, respectively. As such, this study is the first of its kind to examine complaint media systematically.