The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process
AbstractIn this paper we investigate the mediating role of psychosocial benefits in the customersatisfaction/dissatisfaction formation process. Most research on this subject deals with thecausality direction of psychosocial benefits and satisfaction, sometimes preceded by anoverall functional benefit construct. We focus on the relationships of specific functionalbenefits and psychosocial benefits within a customer satisfaction framework. Knowledge ofwhich functional benefit can control which psychosocial benefit directly enables themanagement of customer satisfaction and indirectly purchase intention. Using Partial LeastSquares, we find interesting relationships in the restaurant business.
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Bibliographic InfoPaper provided by Tinbergen Institute in its series Tinbergen Institute Discussion Papers with number 99-006/3.
Date of creation: 12 Feb 1999
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Web page: http://www.tinbergen.nl
service quality; psychosocial benefits; satisfaction;
This paper has been announced in the following NEP Reports:
- NEP-ALL-1999-05-03 (All new papers)
Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:
- Westbrook, Robert A & Oliver, Richard L, 1991. " The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, University of Chicago Press, vol. 18(1), pages 84-91, June.
- Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
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