失望
后悔
价(化学)
心理学
社会心理学
顾客满意度
盈利能力指数
消费者行为
营销
业务
计算机科学
物理
财务
量子力学
机器学习
作者
Marcel Zeelenberg,Rik Pieters
出处
期刊:RePEc: Research Papers in Economics - RePEc
日期:2004-01-01
被引量:3
摘要
Abstract Dissatisfied customers may express their dissatisfaction behaviorally. These behavioral responses may impact the firms' profitability. How do we model the impact of emotions on satisfaction and subsequent customer behaviors? There are essentially two approaches: the valence-based approach and the specific emotions approach. The authors indicate theoretically and show empirically that it matters to distinguish these approaches in services research. Dissatisfaction and the specific emotions disappointment and regret were assessed and their influence on customers' behavioral responses (complaining, switching, word-of-mouth, and customer inertia) was examined, using a sample of over 900 customers. It was found that emotions have a direct impact on behavior, over and above the effects of dissatisfaction. Hence, the authors argue against incorporating emotions such as regret and disappointment into a general (dis)satisfaction measure (i.e., the valence-based approach), and in favor of a specific emotions approach to customer dissatisfaction. Implications for services marketing practice and theory are discussed.
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