Abstract
Consumption emotions are not always considered when satisfaction with library services is assessed. In this research, consumption emotions perceived by users of eight different libraries of a Mexican higher education institution are identified when using library services. Laros and Steenkamp. 2005. “Emotions in Consumer Behavior: A Hierarchical Approach.” Journal of Business Research 58: 1437–45. https://doi.org/10.1016/j.jbusres.2003.09.013 hierarchical scale was used to assess library users’ consumption emotions. The relationship between those emotions and the users’ satisfaction is then established and analyzed using both descriptive statistics analysis and an entropy-oriented machine learning approach. The first approach suggests that users feel more positive consumption emotions (contentment and happiness) than negative emotions (anger). The entropy analysis shows that the identified consumption emotions have a great prediction power over the satisfaction level that users will manifest. This research contributes to the issue of satisfaction assessment by including library users’ consumption emotions in Mexico.
Funding source: Instituto Politécnico Nacional (IPN)
Funding source: Consejo Nacional de Ciencia y Tecnología (CONACyT)
Funding source: Consorcio Nacional de Recursos de Información Científica y Tecnológica (CONRICyT)
Research funding: This research has been supported by Instituto Politécnico Nacional (IPN) and the author also thanks to the support of Consejo Nacional de Ciencia y Tecnología (CONACyT) and Consorcio Nacional de Recursos de Información Científica y Tecnológica (CONRICyT) in Mexico.
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