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The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process

Author

Listed:
  • Olaf Prevo

    (EIM Small Business Research and Consultancy)

  • Patrick Leunisse

    (Erasmus University Rotterdam)

  • Henk Roest

    (Tilburg University)

Abstract

In 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.

Suggested Citation

  • Olaf Prevo & Patrick Leunisse & Henk Roest, 1999. "The Mediating Role of Psychosocial Benefits in the Satisfaction Formation Process," Tinbergen Institute Discussion Papers 99-006/3, Tinbergen Institute.
    • Handle: RePEc:tin:wpaper:19990006
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    References listed on IDEAS

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    1. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
    2. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    3. Westbrook, Robert A & Oliver, Richard L, 1991. "The Dimensionality of Consumption Emotion Patterns and Consumer Satisfaction," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 18(1), pages 84-91, June.
    Full references (including those not matched with items on IDEAS)

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