A Customer Satisfaction Model Based on the Emotion and the Service Quality

摘要：

This exploratory study examined the customer satisfaction.Basing on the review of the literatures,we established a conceptual model which included the consumption emotions,the perceived service quality and the customer satisfaction.Then,we conducted an on-site questionnaire survey in supermarkets in Tianjin.A sample included 387 questionnaires was taken to analyses.We found that the customer satisfaction model we established fitted the data satisfactorily.After we compared with two competing models,we found that the model which included both the consumption emotions and the perceived service quality had a stronger ability to explain cust omer satisfaction than any model which just included either perceived service quality or consumption emotions.Finally,we discussed the implications for management and future research in this area.

关键词： Consumption emotion Customer satisfaction Model Perceived service quality

作者: LIU Qingfeng

作者单位: Guangdong University of Business Studies,P.R.China,510320

会议类型: 国际会议

会议名称: 2007 International Conference on Management Science and Engineering(2007管理科学与工程国际学术会议)

会议地点: 河南焦作

会议语种:英文

页码: 1061-1067

在线出版日期: 2007-08-20（万方平台首次上网日期，不代表论文的发表时间）