期刊
EUROPEAN JOURNAL OF MARKETING
卷 49, 期 11-12, 页码 1923-1940出版社
EMERALD GROUP PUBLISHING LTD
DOI: 10.1108/EJM-08-2014-0501
关键词
Customer service management; Customer satisfaction
类别
Purpose - The purpose of the study is to examine the way different motivational types from Self-Determination Theory (SDT) influence antecedents of customer satisfaction. Design/methodology/approach - The findings in this study were generated with a quantitative design using path analysis on data collected at two stages during an extended service encounter. Findings - Each motivation type played a unique and important role in influencing the antecedents of satisfaction, namely, positive and negative emotions and perceptions of service quality. As hypothesised, motives associated with higher levels of autonomy were consistently stronger predictors of positive emotions and service quality. The influence of motives on the antecedents did not change significantly over time, whereas significant differences were noted between all antecedents and satisfaction. The model explained 54 and 63 per cent of the variance in satisfaction in times one and two, respectively. Originality/value - This is the first time that motivation as conceptualised from an SDT perspective has been applied to understanding the dynamic nature of customer satisfaction. The findings offer considerable opportunities for follow-up studies and the motivation types can provide practitioners with a stable and efficient segmentation option.
作者
我是这篇论文的作者
点击您的名字以认领此论文并将其添加到您的个人资料中。
推荐
暂无数据