دانلود رایگان مقاله لاتین وفاداری مشتری در زمینه خدمات مطلوب از سایت الزویر
عنوان فارسی مقاله:
اثرات نامتقارن احساسات مشتری بر رضایت و وفاداری در یک زمینه خدمات مطلوب
عنوان انگلیسی مقاله:
Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
2. Conceptual foundation and hypotheses
2.1. Emotions Emotions are important in the customer service experience and in determining customer outcomes (e.g. Babin, Darden, & Babin, 1998; Homburg, Koschate, & Hoyer, 2006; Watson & Spence, 2007; White, 2010). This paper follows the view of emotions that classifies them along the dimensions of pleasantness, sometimes termed valence (e.g. Babin et al., 1998; Izard, 1977; Lazarus, 1991), differentiating positive emotions from negative emotions. We further conceptualize emotions not simply as pure emotions such as anger or happiness, but based on a mix of cognitive appraisals and emotions. A recent review of emotions in organizations (Elfenbein, 2007) provides an overview of the psychology literature in this domain and attempts to move away from the difficulty of defining whether a) a stimulus causes an emotion with subsequent cognitive attention to the stimulus, or b) the cognitive appraisal of a stimulus causes the emotion. Elfenbein (2007) suggests that cognition (appraisal) and emotion occur together in response to a stimulus. Finally, in line with Elfenbein (2007) and Barrett, Mesquita, Ochsner, and Gross (2007) we consider that an individual registers and feels emotions subjectively, and those emotions are context-specific. Barrett et al. (2007) suggest that to capture the emotions of a person, one should ask them to relate their experience in their own words. We do not assume that cognitive appraisal causes the emotion, nor that emotions alert the individual to focus attention on event. Instead, emotions and cognitive appraisals interact in a dynamic process, which individuals subjectively report as a mixture of appraisal and emotions, expressed semantically, in a specific context. Thus, respondents in this study use appraisal words such as “powerless” or “discouraged” as well as emotions like ‘happy’ or ‘frustrated’, all of which are included in the conceptualization and measurement of emotions in this work.
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کلمات کلیدی:
Asymmetric effects of customer emotions on satisfaction and loyalty in ... https://sociorepec.org/publication.xml?h=repec:eee:jbrese:v:71:y:2017:i:c:p... title, Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context, + Citations at Google Scholar by the title. author-name ... [PDF]The Moderating Influence of Enjoyment on Customer Loyalty - CORE https://core.ac.uk/download/pdf/11234843.pdf by R Lee - Cited by 36 - Related articles sumption and within this study's context, no published ... As youth use mobile services for utilitarian and hedonic purposes, their evaluations of mobile service ... [DOC]The Role of Customer Innate Satisfaction in the Satisfaction-Loyalty www.marketingedge.org/sites/default/.../45-Pomirleanu-Chennamanani-Krishen.docx In fact, a recent review of the satisfaction-loyalty literature concludes that the main ... satisfied and dissatisfied individuals in a service failure and recovery context. ..... satisfaction-loyalty relation differently for hedonic versus utilitarian products. Exploring the Grand Challenges for Next Generation E-Business: 8th ... https://books.google.com/books?isbn=3642174485 Raj Sharman, H. Raghav Rao, T. S. Raghu - 2011 - Business & Economics express an intended behavior related to the service or the company [13]. ... In SNS context, utilitarian value mostly derives from the ability to interconnect with other users. ... 2.2 Satisfaction and Customer Loyalty Satisfaction is a consumer's ... [PDF]Analyzing Mediators of the Customer Satisfaction - Loyalty Relation in ... www.expertjournals.com/ark:/16759/23446773-201 Mar 20, 2014 - for functional products and services, when utilitarian value can be emphasized. A new ... context, considering the satisfaction – loyalty relation. [PDF]The Dilemma of Attitude versus Satisfaction for Customer Loyalty ... search.ror.unisa.edu.au/media/researcharchive/open/.../53109185260001831 However, attitude was better for predicting customer loyalty with utilitarian users, whereas customer ... The context ofthis study is mobile phone services.
