期刊
JOURNAL OF RETAILING AND CONSUMER SERVICES
卷 13, 期 3, 页码 205-219出版社
ELSEVIER SCI LTD
DOI: 10.1016/j.jretconser.2005.08.006
关键词
Loyalty; Satisfaction; Relational benefits; Need for social affiliation; Consumer relationship proneness; Need for variety; PLS
类别
The relationship between aspects of consumers' personalities and their perception of relational benefits, satisfaction with, and active or passive loyalty toward the provision of a service (hair styling) are investigated by means of an empirical study of 800 Spanish consumers. The psychological traits examined are need for social affiliation, consumer relationship proneness and need for variety. Using partial least squares analysis (PLS), the results indicate that the perception of relational benefits leads to a higher satisfaction and passive loyalty. Need for social affiliation is a strong determinant of relational benefits, active loyalty and consumer relationship proneness. This latter trait influences the perception of relational benefits along with passive loyalty. Need for variety has a direct negative influence on consumer relationship proneness. (C) 2005 Elsevier Ltd. All rights reserved.
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