Skip to main content
Top
Published in:

08-08-2019 | Regular Article

Model of satisfaction involving affect and personality traits

Authors: Anita Ciunova-Shuleska, Nikolina Palamidovska-Sterjadovska

Published in: Eurasian Business Review | Issue 4/2019

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

The aim of this study is to model the personality traits, affect and satisfaction in the context of banking services. Specifically, it is proposed that extraversion/neuroticism impacts positive/negative affect respectively, which in turn influence satisfaction. Additionally, the direct and indirect impact of extraversion/neuroticism on satisfaction is analyzed. A survey with 269 Macedonian current users of banking services was carried out, using questionnaires as a method of data collection. Confirmatory factor analysis and structural equation modeling were applied in testing the proposed model. The findings indicate that neuroticism as a personality trait impacts negative affect, while extraversion impacts positive affect. Further, the influence of positive affect on satisfaction is in positive direction, whereas the influence of negative affect on satisfaction is in negative direction. Neuroticism has no direct impact on satisfaction, but it indirectly negatively influences satisfaction when mediated by negative affect. On the other hand, extraversion has direct negative effect on satisfaction and indirect positive effect when mediated by positive affect, which suggests competitive mediation. The present paper contributes to the existing literature by linking personality traits, affect and customer satisfaction in one model providing evidence-based insights on the structural relations between personality traits, affect and customer satisfaction. Moreover, this is the first study to explore the relationships between personality traits, affect and customer satisfaction of retail banking customer in a developing country in the Balkans.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Footnotes
1
Recommendation criteria (Hu and Bentler 1999): TLI (Tucker–Lewis Index) > 0.96; IFI (Incremental Fit Index) > 0.95; CFI (Comparative Fit Index) > 0.95; GFI (Goodness-of-Fit Index) > 0.95; AGFI (Adjusted Goodness-of-Fit Index) > 0.90; RMSEA (Root Mean Square Error of Approximation) < 0.06.
 
Literature
go back to reference Al-Hawari, M. A. (2015). How the personality of retail bank customers interferes with the relationship between service quality and loyalty. International Journal of Bank Marketing,33(1), 41–57. Al-Hawari, M. A. (2015). How the personality of retail bank customers interferes with the relationship between service quality and loyalty. International Journal of Bank Marketing,33(1), 41–57.
go back to reference Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin,103(3), 411–423. Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin,103(3), 411–423.
go back to reference Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science,27(2), 184–206. Bagozzi, R. P., Gopinath, M., & Nyer, P. U. (1999). The role of emotions in marketing. Journal of the Academy of Marketing Science,27(2), 184–206.
go back to reference Burger, J. M., & Caldwell, D. F. (2000). Personality, social activities, job-search behavior and interview success: Distinguishing between PANAS trait positive affect and NEO extraversion. Motivation and Emotion,24(1), 51–62. Burger, J. M., & Caldwell, D. F. (2000). Personality, social activities, job-search behavior and interview success: Distinguishing between PANAS trait positive affect and NEO extraversion. Motivation and Emotion,24(1), 51–62.
go back to reference Burns, G. N., & Bowling, N. A. (2010). Dispositional approach to customer satisfaction and behavior. Journal of Business and Psychology,25(1), 99–107. Burns, G. N., & Bowling, N. A. (2010). Dispositional approach to customer satisfaction and behavior. Journal of Business and Psychology,25(1), 99–107.
go back to reference Chang, S. J., Van Witteloostuijn, A., & Eden, L. (2010). From the editors: Common method variance in international business research. Journal of International Business Studies,41(2), 178–184. Chang, S. J., Van Witteloostuijn, A., & Eden, L. (2010). From the editors: Common method variance in international business research. Journal of International Business Studies,41(2), 178–184.
go back to reference Connolly, J. J., & Viswesvaran, C. (2000). The role of affectivity in job satisfaction: A meta-analysis. Personality and Individual Differences,29, 265–281. Connolly, J. J., & Viswesvaran, C. (2000). The role of affectivity in job satisfaction: A meta-analysis. Personality and Individual Differences,29, 265–281.
go back to reference Costa, P. T., Jr., & McCrae, R. R. (1980). Influence of extraversion and neuroticism on subjective well-being: Happy and unhappy people. Journal of Personality and Social Psychology,38, 668–678. Costa, P. T., Jr., & McCrae, R. R. (1980). Influence of extraversion and neuroticism on subjective well-being: Happy and unhappy people. Journal of Personality and Social Psychology,38, 668–678.
go back to reference Cronin, J. J., Jr., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing,76(2), 193–218. Cronin, J. J., Jr., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing,76(2), 193–218.
go back to reference DeYoung, C. G., Quilty, L. C., & Peterson, J. B. (2007). Between facets and domains: 10 aspects of the Big Five. Journal of Personality and Social Psychology,93(5), 880–896. DeYoung, C. G., Quilty, L. C., & Peterson, J. B. (2007). Between facets and domains: 10 aspects of the Big Five. Journal of Personality and Social Psychology,93(5), 880–896.
go back to reference Dubé, L., & Menon, K. (2000). Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions. International Journal of Service Industry Management,11(3), 287–304. Dubé, L., & Menon, K. (2000). Multiple roles of consumption emotions in post-purchase satisfaction with extended service transactions. International Journal of Service Industry Management,11(3), 287–304.
go back to reference Extremera, N., & Rey, L. (2016). Ability emotional intelligence and life satisfaction: Positive and negative affect as mediators. Personality and Individual Differences,102, 98–101. Extremera, N., & Rey, L. (2016). Ability emotional intelligence and life satisfaction: Positive and negative affect as mediators. Personality and Individual Differences,102, 98–101.
go back to reference Eysenck, S. B., Eysenck, H. J., & Barrett, P. (1985). A revised version of the psychoticism scale. Personality and Individual Differences,6(1), 21–29. Eysenck, S. B., Eysenck, H. J., & Barrett, P. (1985). A revised version of the psychoticism scale. Personality and Individual Differences,6(1), 21–29.
go back to reference Faullant, R., Matzler, K., & Mooradian, T. A. (2011). Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience. Tourism Management,32(6), 1423–1430. Faullant, R., Matzler, K., & Mooradian, T. A. (2011). Personality, basic emotions, and satisfaction: Primary emotions in the mountaineering experience. Tourism Management,32(6), 1423–1430.
go back to reference Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing,56(1), 6–21. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing,56(1), 6–21.
go back to reference Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research,18(1), 382–388. Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research,18(1), 382–388.
go back to reference Goldberg, L. R. (1990). An alternative “description of personality”: The big-five factor structure. Journal of Personality and Social Psychology,59(6), 1216–1229. Goldberg, L. R. (1990). An alternative “description of personality”: The big-five factor structure. Journal of Personality and Social Psychology,59(6), 1216–1229.
go back to reference Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective. Upper Saddle River: Pearson. Hair, J. F., Anderson, R. E., Babin, B. J., & Black, W. C. (2010). Multivariate data analysis: A global perspective. Upper Saddle River: Pearson.
go back to reference Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. New Jersey: Prentice Hall. Hair, J. F., Black, B., Babin, B., Anderson, R. E., & Tatham, R. L. (2006). Multivariate data analysis. New Jersey: Prentice Hall.
go back to reference Han, H., & Back, K. J. (2007). Investigating the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality and Leisure Marketing,15(3), 5–30. Han, H., & Back, K. J. (2007). Investigating the effects of consumption emotions on customer satisfaction and repeat visit intentions in the lodging industry. Journal of Hospitality and Leisure Marketing,15(3), 5–30.
go back to reference Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal,1, 1–55. Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal,1, 1–55.
go back to reference Jani, D., & Han, H. (2013). Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions: How do these and other factors relate in a hotel setting? International Journal of Contemporary Hospitality Management,25(7), 970–993. Jani, D., & Han, H. (2013). Personality, social comparison, consumption emotions, satisfaction, and behavioral intentions: How do these and other factors relate in a hotel setting? International Journal of Contemporary Hospitality Management,25(7), 970–993.
go back to reference Jayanti, R. (1996). Affective responses towards service providers: Implications for service encounter satisfaction. Health Marketing Quarterly,14(1), 49–65. Jayanti, R. (1996). Affective responses towards service providers: Implications for service encounter satisfaction. Health Marketing Quarterly,14(1), 49–65.
go back to reference John, O. P., & Srivastava, S. (1999). The Big Five trait taxonomy: History, measurement, and theoretical perspectives. Handbook of Personality: Theory and Research,2, 102–138. John, O. P., & Srivastava, S. (1999). The Big Five trait taxonomy: History, measurement, and theoretical perspectives. Handbook of Personality: Theory and Research,2, 102–138.
go back to reference Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., et al. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research,79, 238–246. Larivière, B., Bowen, D., Andreassen, T. W., Kunz, W., Sirianni, N. J., Voss, C., et al. (2017). “Service Encounter 2.0”: An investigation into the roles of technology, employees and customers. Journal of Business Research,79, 238–246.
go back to reference Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management,8(2), 148–169. Liljander, V., & Strandvik, T. (1997). Emotions in service satisfaction. International Journal of Service Industry Management,8(2), 148–169.
go back to reference Lucas, R. E., & Diener, E. (2001). Understanding extraverts’ enjoyment of social situations: The importance of pleasantness. Journal of Personality and Social Psychology,81(2), 343–356. Lucas, R. E., & Diener, E. (2001). Understanding extraverts’ enjoyment of social situations: The importance of pleasantness. Journal of Personality and Social Psychology,81(2), 343–356.
go back to reference Lucas, R. E., Diener, E., Grob, A., Suh, E. M., & Shao, L. (2000). Cross-cultural evidence for the fundamental features of extraversion. Journal of Personality and Social Psychology,79(3), 452–468. Lucas, R. E., Diener, E., Grob, A., Suh, E. M., & Shao, L. (2000). Cross-cultural evidence for the fundamental features of extraversion. Journal of Personality and Social Psychology,79(3), 452–468.
go back to reference Lucas, R. E., & Fujita, F. (2000). Factors influencing the relation between extraversion and pleasant affect. Journal of Personality and Social Psychology,79(6), 1039–1056. Lucas, R. E., & Fujita, F. (2000). Factors influencing the relation between extraversion and pleasant affect. Journal of Personality and Social Psychology,79(6), 1039–1056.
go back to reference Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research,20(3), 451–466. Mano, H., & Oliver, R. L. (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling, and satisfaction. Journal of Consumer Research,20(3), 451–466.
go back to reference Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First-and higher order factor models and their invariance across groups. Psychological Bulletin,97(3), 562–582. Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First-and higher order factor models and their invariance across groups. Psychological Bulletin,97(3), 562–582.
go back to reference Matzler, K., Bidmon, S., & Grabner-Krauter, S. (2006). Individual determinants of brand affect: The role of the personality traits of extraversion and openness to experience. Journal of Product and Brand Management,15(7), 427–433. Matzler, K., Bidmon, S., & Grabner-Krauter, S. (2006). Individual determinants of brand affect: The role of the personality traits of extraversion and openness to experience. Journal of Product and Brand Management,15(7), 427–433.
go back to reference Matzler, K., Faullant, R., Renzl, B., & Leiter, V. (2005). The relationship between personality traits (extraversion and neuroticism), emotions and customer self-satisfaction. Innovative Marketing,1(2), 32–39. Matzler, K., Faullant, R., Renzl, B., & Leiter, V. (2005). The relationship between personality traits (extraversion and neuroticism), emotions and customer self-satisfaction. Innovative Marketing,1(2), 32–39.
go back to reference McCrae, R. R., & Costa, P. T. (1987). Validation of the five-factor model of personality across instruments and observers. Journal of Personality and Social Psychology,52(1), 81–90. McCrae, R. R., & Costa, P. T. (1987). Validation of the five-factor model of personality across instruments and observers. Journal of Personality and Social Psychology,52(1), 81–90.
go back to reference McCrae, R. R., & Costa, P. T. (1991). Adding Liebe und Arbeit: The full Five-Factor model and well-being. Personality and Social Psychology Bulletin,17, 227–232. McCrae, R. R., & Costa, P. T. (1991). Adding Liebe und Arbeit: The full Five-Factor model and well-being. Personality and Social Psychology Bulletin,17, 227–232.
go back to reference McCrae, R. R., & John, O. P. (1992). An introduction to the five-factor model and its applications. Journal of Personality,60(2), 175–215. McCrae, R. R., & John, O. P. (1992). An introduction to the five-factor model and its applications. Journal of Personality,60(2), 175–215.
go back to reference Mooradian, T. A., & Olver, J. M. (1997). I can’t get no satisfaction: The impact of personality and emotion on postpurchase processes. Psychology and Marketing,14(4), 379–393. Mooradian, T. A., & Olver, J. M. (1997). I can’t get no satisfaction: The impact of personality and emotion on postpurchase processes. Psychology and Marketing,14(4), 379–393.
go back to reference Nicholson, N., Soane, E., Fenton-O’Creevy, M., & Willman, P. (2005). Personality and domain-specific risk taking. Journal of Risk Research,8(2), 157–176. Nicholson, N., Soane, E., Fenton-O’Creevy, M., & Willman, P. (2005). Personality and domain-specific risk taking. Journal of Risk Research,8(2), 157–176.
go back to reference Oehler, A., & Wedlich, F. (2018). The relationship of extraversion and neuroticism with risk attitude, risk perception, and return expectations. Journal of Neuroscience, Psychology, and Economics,11(2), 63–92. Oehler, A., & Wedlich, F. (2018). The relationship of extraversion and neuroticism with risk attitude, risk perception, and return expectations. Journal of Neuroscience, Psychology, and Economics,11(2), 63–92.
go back to reference Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research,17(4), 460–469. Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research,17(4), 460–469.
go back to reference Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing,57(3), 25–48. Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing,57(3), 25–48.
go back to reference Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research,20(3), 418–430. Oliver, R. L. (1993). Cognitive, affective, and attribute bases of the satisfaction response. Journal of Consumer Research,20(3), 418–430.
go back to reference Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw Hill. Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: McGraw Hill.
go back to reference Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. New York: M.E.Sharpe. Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. New York: M.E.Sharpe.
go back to reference Peabody, D., & Goldberg, L. R. (1989). Some determinants of factor structures from personality-trait descriptors. Journal of Personality and Social Psychology,57(3), 552–567. Peabody, D., & Goldberg, L. R. (1989). Some determinants of factor structures from personality-trait descriptors. Journal of Personality and Social Psychology,57(3), 552–567.
go back to reference Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: Fact and artifact. Journal of the Academy of Marketing Science,20(1), 61–70. Peterson, R. A., & Wilson, W. R. (1992). Measuring customer satisfaction: Fact and artifact. Journal of the Academy of Marketing Science,20(1), 61–70.
go back to reference Phillips, D. M., & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology,12(3), 243–252. Phillips, D. M., & Baumgartner, H. (2002). The role of consumption emotions in the satisfaction response. Journal of Consumer Psychology,12(3), 243–252.
go back to reference Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology,88(5), 879–903. Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology,88(5), 879–903.
go back to reference Renner, W. (2002). A psychometric analysis of the NEO five-factor inventory in an Austrian sample. Review of Psychology,9(1–2), 25–31. Renner, W. (2002). A psychometric analysis of the NEO five-factor inventory in an Austrian sample. Review of Psychology,9(1–2), 25–31.
go back to reference Riggio, H. R., & Riggio, R. E. (2002). Emotional expressiveness, extraversion, and neuroticism: A meta-analysis. Journal of Nonverbal Behavior,26(4), 195–218. Riggio, H. R., & Riggio, R. E. (2002). Emotional expressiveness, extraversion, and neuroticism: A meta-analysis. Journal of Nonverbal Behavior,26(4), 195–218.
go back to reference Rusting, C. L., & Larsen, R. J. (1997). Extraversion, neuroticism, and susceptibility to positive and negative affect: A test of two theoretical models. Personality and Individual Differences,22(5), 607–612. Rusting, C. L., & Larsen, R. J. (1997). Extraversion, neuroticism, and susceptibility to positive and negative affect: A test of two theoretical models. Personality and Individual Differences,22(5), 607–612.
go back to reference Siddiqui, K. (2012). Personality influences on customer satisfaction. African Journal of Business Management,6(11), 4134–4141. Siddiqui, K. (2012). Personality influences on customer satisfaction. African Journal of Business Management,6(11), 4134–4141.
go back to reference Singh, K., & Jha, S. D. (2008). Positive and negative affect, and grit as predictors of happiness and life satisfaction. Journal of the Indian Academy of Applied Psychology,34(2), 40–45. Singh, K., & Jha, S. D. (2008). Positive and negative affect, and grit as predictors of happiness and life satisfaction. Journal of the Indian Academy of Applied Psychology,34(2), 40–45.
go back to reference Stauss, B., & Neuhaus, P. (1997). The qualitative satisfaction model. International Journal of Service Industry Management,8(3), 236–249. Stauss, B., & Neuhaus, P. (1997). The qualitative satisfaction model. International Journal of Service Industry Management,8(3), 236–249.
go back to reference Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing,51, 86–96. Surprenant, C. F., & Solomon, M. R. (1987). Predictability and personalization in the service encounter. Journal of Marketing,51, 86–96.
go back to reference Thielmann, I., & Hilbig, B. E. (2014). Trust in me, trust in you: A social projection account of the link between personality, cooperativeness, and trustworthiness expectations. Journal of Research in Personality,50, 61–65. Thielmann, I., & Hilbig, B. E. (2014). Trust in me, trust in you: A social projection account of the link between personality, cooperativeness, and trustworthiness expectations. Journal of Research in Personality,50, 61–65.
go back to reference Thoresen, C. J., Kaplan, S. A., Barsky, A. P., Warren, C. R., & de Chermont, K. (2003). The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration. Psychological Bulletin,129(6), 914–945. Thoresen, C. J., Kaplan, S. A., Barsky, A. P., Warren, C. R., & de Chermont, K. (2003). The affective underpinnings of job perceptions and attitudes: A meta-analytic review and integration. Psychological Bulletin,129(6), 914–945.
go back to reference Tiwari, T., Singh, A. L., & Singh, I. L. (2009). The short-form revised Eysenck personality questionnaire: A Hindi edition (EPQRS-H). Industrial Psychiatry Journal,18(1), 27–31. Tiwari, T., Singh, A. L., & Singh, I. L. (2009). The short-form revised Eysenck personality questionnaire: A Hindi edition (EPQRS-H). Industrial Psychiatry Journal,18(1), 27–31.
go back to reference Trapnell, P. D., & Wiggins, J. S. (1990). Extension of the Interpersonal Adjective Scales to include the Big Five dimensions of personality. Journal of Personality and Social Psychology,59(4), 781–790. Trapnell, P. D., & Wiggins, J. S. (1990). Extension of the Interpersonal Adjective Scales to include the Big Five dimensions of personality. Journal of Personality and Social Psychology,59(4), 781–790.
go back to reference Vavra, T. G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. Milwaukee: ASQ Quality Press. Vavra, T. G. (1997). Improving your measurement of customer satisfaction: A guide to creating, conducting, analyzing, and reporting customer satisfaction measurement programs. Milwaukee: ASQ Quality Press.
go back to reference Vázquez-Carrasco, R., & Foxall, G. R. (2006). Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context. Journal of Retailing and Consumer Services,13(3), 205–219. Vázquez-Carrasco, R., & Foxall, G. R. (2006). Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context. Journal of Retailing and Consumer Services,13(3), 205–219.
go back to reference Watson, D. (2000). Mood and temperament. Emotions and Social Behavior. New York: Guilford Press. Watson, D. (2000). Mood and temperament. Emotions and Social Behavior. New York: Guilford Press.
go back to reference Watson, D., & Clark, L. A. (1997). Extraversion and its positive emotional core. In R. Hogan, J. A. Johnson, & S. R. Briggs (Eds.), Handbook of personality psychology (pp. 767–793). New York: Academic Press. Watson, D., & Clark, L. A. (1997). Extraversion and its positive emotional core. In R. Hogan, J. A. Johnson, & S. R. Briggs (Eds.), Handbook of personality psychology (pp. 767–793). New York: Academic Press.
go back to reference Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology,54(6), 1063–1070. Watson, D., Clark, L. A., & Tellegen, A. (1988). Development and validation of brief measures of positive and negative affect: The PANAS scales. Journal of Personality and Social Psychology,54(6), 1063–1070.
go back to reference Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research,24(3), 258–270. Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research,24(3), 258–270.
go back to reference Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research,18(1), 84–91. Westbrook, R. A., & Oliver, R. L. (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research,18(1), 84–91.
go back to reference White, C. J. (2010). The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time. Journal of Marketing Management,26(5–6), 381–394. White, C. J. (2010). The impact of emotions on service quality, satisfaction, and positive word-of-mouth intentions over time. Journal of Marketing Management,26(5–6), 381–394.
go back to reference Wilt, J., & Revelle, W. (2015). Affect, behavior, cognition, and desire in the big five: An analysis of item content and structure. European Journal of Personality,29(4), 478–497. Wilt, J., & Revelle, W. (2015). Affect, behavior, cognition, and desire in the big five: An analysis of item content and structure. European Journal of Personality,29(4), 478–497.
go back to reference Wirtz, J., & Bateson, J. E. (1999). Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research,44(1), 55–66. Wirtz, J., & Bateson, J. E. (1999). Consumer satisfaction with services: Integrating the environment perspective in services marketing into the traditional disconfirmation paradigm. Journal of Business Research,44(1), 55–66.
go back to reference Wong, A. (2004). The role of emotional satisfaction in service encounters. Managing Service Quality,14(5), 365–376. Wong, A. (2004). The role of emotional satisfaction in service encounters. Managing Service Quality,14(5), 365–376.
go back to reference Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing,4(1), 68–123. Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing,4(1), 68–123.
go back to reference Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management,12(3), 234–250. Yu, Y. T., & Dean, A. (2001). The contribution of emotional satisfaction to consumer loyalty. International Journal of Service Industry Management,12(3), 234–250.
go back to reference Zhao, X., Lynch, J. G., Jr., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research,37(2), 197–206. Zhao, X., Lynch, J. G., Jr., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of Consumer Research,37(2), 197–206.
go back to reference Zillig, L. M. P., Hemenover, S. H., & Dienstbier, R. A. (2002). What do we assess when we assess a Big 5 trait? A content analysis of the affective, behavioral, and cognitive processes represented in Big 5 personality inventories. Personality and Social Psychology Bulletin,28(6), 847–858. Zillig, L. M. P., Hemenover, S. H., & Dienstbier, R. A. (2002). What do we assess when we assess a Big 5 trait? A content analysis of the affective, behavioral, and cognitive processes represented in Big 5 personality inventories. Personality and Social Psychology Bulletin,28(6), 847–858.
Metadata
Title
Model of satisfaction involving affect and personality traits
Authors
Anita Ciunova-Shuleska
Nikolina Palamidovska-Sterjadovska
Publication date
08-08-2019
Publisher
Springer International Publishing
Published in
Eurasian Business Review / Issue 4/2019
Print ISSN: 1309-4297
Electronic ISSN: 2147-4281
DOI
https://doi.org/10.1007/s40821-019-00130-z

Other articles of this Issue 4/2019

Eurasian Business Review 4/2019 Go to the issue