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"WOW. FOR VOLVO": cognition and affect combining forces to measure the immeasurable
Linköping University, Department of Computer and Information Science.
2009 (English)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

How can an experience have such an impact that it can be described with the words “wow effect”? Though not a scientific term, it is often used vividly in the business world as an aspirational goal. The purpose of this thesis was to explore the structure behind positive experiences that lead to a so-called “wow effect” by combining cognitive theories and consumption-based emotion theories to create a method for assessing satisfaction in postpurchase experience.

In collaboration with the Volvo Car Corporation, this thesis aimed to identify the relevant antecedents for such a possible experience and create a method for measuring it. The automobiles product category has shown high levels of variation in affect (Oliver, 1993) and as such, it has become increasingly important for automobile companies to be able to identify relevant antecedents of positive affect.

Place, publisher, year, edition, pages
2009. , 25 p.
Keyword [en]
wow effect, satisfaction, cognition, affect, total experience, consumer, consumption, postpurchase, prepurchase, delighted/terrible scale, expectancy disconfirmation model, five-factor model, NEO-FFI, PANAS, the Positive and Negative Affect Schedule, Volvo, the Volvo Car Corporation, consumption-based emotions, LOV2
National Category
Human Computer Interaction
URN: urn:nbn:se:liu:diva-20990ISRN: LIU-IDA/KOGVET-G--09/012--SEOAI: diva2:240281
Subject / course
Cognitive science programme
2009-06-11, Allen Newell, Linköpings Universitet, Linköping, 08:00 (English)
Available from: 2009-10-01 Created: 2009-09-28 Last updated: 2011-07-08Bibliographically approved

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Wockatz, Philip
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