Emotional Measures of Satisfaction/Dissatisfaction

Authors

  • Douglas Hausknecht University of Akron

Abstract

This paper utilizes the critical incident technique and the Differential Emotions Scale to derive emotion-based definitions and measures of satisfaction and dissatisfaction. A preliminary investigation using student subjects concluded that satisfaction is best characterized by the emotions interest, joy and surprise; dissatisfaction by anger, disgust and surprise.

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Published

2022-08-04

Issue

Vol. 1 (1988): The Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior

Section

Journal Articles

License

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