 Garnefeld and Steinhoff found that the timing of positive or negative occurrences is what affected satisfaction.For negative events, a recency effect was demonstrated, meaning that negative events which occurred at the end of the stay affected customer satisfaction more than negative events at the beginning of the stay.For positive events, a primacy effect was demonstrated, which means that positive events that occurred at the beginning of the stay affected customer satisfaction more than positive events at the end of the stay.