IS service satisfaction involves assessing both rational and emotional components of the service encounter. Given the extensive prior literature on the rational components of service satisfaction this study explores the mediating role of modal emotions - as the basis for the emotional component of service satisfaction - on IS service continuance. The paper provides a measurement instrument for this purpose and uses it to show the impact of modal emotions on IS service satisfaction measurement. The study tests the emotional and rational components of service satisfaction by way of a survey in a large utilities organization and finds that modal emotions do mediate the influence of the rational component of service satisfaction on an individual’s intention to continue using an IS service.
Onita, Colin Gabriel and Dhaliwal, Jasbir, "EMOTIONAL AND RATIONAL COMPONENTS OF IS SERVICE SATISFACTION AND THEIR IMPACT ON IS SERVICE CONTINUANCE" (2010). ICIS 2010 Proceedings. 238.