Consumption emotions, experience quality and satisfaction: a structural analysis for complainers versus non-complainers

Previous research has demonstrated that attribute based evaluations are significant determinants of satisfaction: direct and indirect effects through cognitive evaluation induced emotions. This study argues that in a multiple-encounter service environment like tourism the experience elicited emotions are antecedent to the final cognitive evaluation of the entire consumption episode. Both affective and cognitive responses exercise an almost independent impact on overall satisfaction conceptualized according to Oliver's (1997) multi-domain approach. Considerable differences in the structure of cognitive effects on satisfaction are demonstrated for complaining and non-complaining consumers.