The effect of pleasure and arousal on satisfaction and word of mouth An empirical study of the Indian banking sector

By:

DAS, GOPAL

Material type:

Mixed materialsPublication details: 2013Description: 95-104Subject(s):

BANKING

NLM classification:

332.1

In: VIKALPAMSummary: This paper suggest a conceptual model in which pleasure and arousal directly influence satisfaction and WOM. It also tests the impact of satisfactionon WOM. Russell's framework for pleasure and arousal formed the basis of the model. The results indicate that both the direct and indirect effects of pleasure and arousal play a significant role to create WOM.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		38/2	Available		P14938

This paper suggest a conceptual model in which pleasure and arousal directly influence satisfaction and WOM. It also tests the impact of satisfactionon WOM. Russell's framework for pleasure and arousal formed the basis of the model. The results indicate that both the direct and indirect effects of pleasure and arousal play a significant role to create WOM.

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