Service Encounter Model Focused on Customer Benefits and Satisfaction: Reconsideration of Psychological Model
AbstractFirms have attempted to achieve higher levels of customer satisfaction by providing superior service, supposedly for customer benefit. However, does higher customer benefit always lead to higher customer satisfaction? The model developed by social psychologists suggests that a customer is likely to feel negative as well as positive affect toward a contact person (CP) via indebtedness and/or other mediating variables, but this model has remained untested empirically. In this study, we elaborated and empirically tested the model. The results of structural equation modeling show that higher customer benefit from superior service can increase indebtedness, which, in turn, can decrease customer satisfaction.
Download InfoIf you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.
Bibliographic InfoPaper provided by Keio/Kyoto Joint Global COE Program in its series Keio/Kyoto Joint Global COE Discussion Paper Series with number 2011-034.
Length: 18 pages
Date of creation: Feb 2012
Date of revision:
This paper has been announced in the following NEP Reports:
You can help add them by filling out this form.
reading list or among the top items on IDEAS.Access and download statisticsgeneral information about how to correct material in RePEc.
For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Global COE Program Office).
If references are entirely missing, you can add them using this form.