“I can't get no satisfaction:” The impact of personality and emotion on postpurchase processes
研究将人格特质与消费情绪联系起来，发现人格通过情绪影响满意度、投诉、口碑和重复购买意向，有助于识别易满意或不满意的消费者群体。
Emerging theory and empirics in personality psychology have related enduring traits with transient affective experiences or states. The research reported in this article integrates these findings with recent consumer research models linking consumption-based emotions with consumer satisfaction and postpurchase behaviors (including complaints, recommendations, and repeat purchase intentions). Our results support a model relating broad, fundamental personality traits to specific consumer behaviors via mediating affective experiences. These findings may help identify consumer segments inclined toward satisfaction or dissatisfaction, and consequently, toward loyalty, word of mouth, and complaining. Further, they suggest a general approach for relating broad traits to specific behaviors by incorporating mediating processes. © 1997 John Wiley & Sons, Inc.