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The satisfaction of captive service customers
[La satisfaction des clients des services captifs]

Author

Listed:
  • Olivier Furrer

    (UNIFR - Université de Fribourg = University of Fribourg)

Abstract

Captivity reduces customers' service quality perception and amplifies their reactions. This study tests the effects of captive customers' negative emotions and price dissatisfaction on their quality perception, dissatisfaction, and word-of-mouth. Results show that captivity arouses customers' negative emotional feelings and price dissatisfaction, which in turn reduce service quality perception and positive word-of-mouth and directly and indirectly exacerbate dissatisfaction.

Suggested Citation

  • Olivier Furrer, 2018. "The satisfaction of captive service customers [La satisfaction des clients des services captifs]," Post-Print hal-01925018, HAL.
    • Handle: RePEc:hal:journl:hal-01925018
    DOI: 10.15122/isbn.978-2-406-08633-8.p.0051
    as

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