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The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process

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Author Info
Olaf Prevo () (EIM Small Business Research and Consultancy)
Patrick Leunisse (Erasmus University Rotterdam)
Henk Roest (Tilburg University)

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Abstract

In this paper we investigate the mediating role of psychosocial benefits in the customer satisfaction/dissatisfaction formation process. Most research on this subject deals with the causality direction of psychosocial benefits and satisfaction, sometimes preceded by an overall functional benefit construct. We focus on the relationships of specific functional benefits and psychosocial benefits within a customer satisfaction framework. Knowledge of which functional benefit can control which psychosocial benefit directly enables the management of customer satisfaction and indirectly purchase intention. Using Partial Least Squares, we find interesting relationships in the restaurant business.

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Publisher Info
Paper provided by Tinbergen Institute in its series Tinbergen Institute Discussion Papers with number 99-006/3.

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Date of creation: 12 Feb 1999
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Handle: RePEc:dgr:uvatin:19990006

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Web page: http://www.tinbergen.nl/

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Related research
Keywords: service quality psychosocial benefits satisfaction

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  1. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 18(1), pages 84-91, June.
  2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research: An Interdisciplinary Quarterly, University of Chicago Press, vol. 17(4), pages 375-84, March.
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