... consisting of a survey-based study and a follow-up scenario experiment. Findings Both utilitarian value cues (e.g. monetary savings and choice efficiency) and hedonic value cues (e.g. perceived surprise, perceived enjoyment and social interaction) positively influence customer satisfaction, which in turn...

... and the sequential arrangement of musical styles impacts consumer satisfaction. Addressing these gaps, this study aims to examine how classical musical style and sequence is correlated with customer satisfaction during service delivery, with a focus on primacy and recency effects. Design/methodology/approach...

...Saeed Zal; Lin Guo; Chuanyi Tang; Junzhou Zhang Purpose This paper aims to investigate the role of the service provider in determining customer satisfaction in sharing economy services. The authors sought to examine how the intrinsic and extrinsic cues along with their interactions influence...

... as a moderator. In Study 2, the authors examine how customer-oriented behavior, an outcome of Study 1, influences customer satisfaction and customer avoidance, with customer gratitude functioning as a mediator. Results from both Study 1 and Study 2 support the proposed relationships. These studies...

... customer satisfaction with these services in the postpurchase stage. This research followed a mixed design, combining qualitative (focus groups) and quantitative (online survey) research and using both content analysis and partial least squares structural equation modeling. Two types...

... to service providers to reduce ordinary customers’ feelings of unfairness so as to improve customer satisfaction. This study explores the effect of the social visibility of VIP services on ordinary customer satisfaction from the perspective of perceived fairness, as well as the underlying mechanism...

...Laura Lucia-Palacios; Raúl Pérez-López; Yolanda Polo-Redondo Purpose This paper aims to demonstrate that stress is a relevant feeling to take into account in mall experience and customer satisfaction management. Furthermore, it is proposed that its effects on mall experience and satisfaction...

... touchpoints and stages that do not provide noticeable value. This research answers the call for a more appropriate model to elucidate the factors that link customer experience with relational outcomes. Customer satisfaction Customer experience Word-of-mouth Relationship quality A common...

... rights only A combined model involving the intensity of negative emotions and the strategic combinations (timing and means) of service recovery is developed. The purpose of this paper is to evaluate the performances of these different combinations through customer satisfaction, repurchase...

... with off-line perceived quality, but only the quality of before-sale service has a direct association with customer satisfaction. Webpages and before-sale services are both trustworthy signals for indicating the quality of physical products; however, these signals provide different levels...

...). Consumer behavior Customer satisfaction Store environment Customer-to-customer interaction (CCI) Older shoppers Retail experience The research on store environments has explored various dimensions of the concept, which may be referred to with different terms, such as atmospherics (Turley...

...Eugene Sivadas; Rupinder Paul Jindal Purpose Scholars have conceptualized and measured customer satisfaction in several different ways such as overall satisfaction and relative satisfaction. This paper aims to study if how one conceptualizes customer satisfaction matters. The authors study if key...

... will lead to greater overall customer satisfaction. Despite emphasising relationship longevity between customers and service organisations, literature has not yet focused on the role of gratitude. The CGM provides valuable insights for further inquiries. Customer satisfaction Reciprocity...

... 2016 22 04 2016 © Emerald Group Publishing Limited 2016 Emerald Group Publishing Limited Licensed re-use rights only Homophily Customer satisfaction Customer attractiveness Social attraction Interestingly, most research has only examined one party’s attractiveness...

.... Service quality Customer satisfaction Interaction comfort Intercultural service encounters Perceived cultural distance Personal cultural orientations The authors used an “experimental” design with “imaginary” service scenarios to collect data in “two” countries using “four” PCOs...

...Nichola Robertson; Heath McDonald; Civilai Leckie; Lisa McQuilken Purpose This study aims to examine the influence of different self-service technologies (SSTs) on customer satisfaction with and continued usage of SSTs. Specifically, it compares an interactive voice response (IVR) SST...

.../methodology/approach – This conceptual paper draws upon prior theory and empirical research to investigate the relevance of using relative metrics compared to absolute metrics in service research. Findings – The findings upon which this paper draws upon show that measuring customer satisfaction...

...Silke Bambauer-Sachse; Landisoa Eunorphie Rabeson Purpose – The purpose of this study is to determine which level of tangible compensation for a service failure leads to high levels of customer satisfaction for moderate- versus high-involvement services as well as for different conditions...

...Won-Moo Hur; Tae-Won Moon; Yeon Sung Jung Purpose – This study aims to extend emotional labor theories to the customer outcomes by examining a theoretical model of how emotional labor performed by the service worker affects customer satisfaction in a mediated way. Design/methodology/approach...

... pressure on managers to enhance customer satisfaction and purchase intentions. Even though satisfaction and purchase intentions are well studied in prior literature, their determinants such as service-oriented employee behavior, advertising campaign familiarity, physical environment and service quality...