Easy to please or hard to impress: Elucidating consumers' innate satisfaction

Autor:	Anjala S. Krishen, Pavan Rao Chennamaneni, Nadia Pomirleanu
Rok vydání:	2016
Předmět:	Marketing Service (business) media_common.quotation_subject 05 social sciences Advertising Service recovery Loyalty business model 0502 economics and business Loyalty Survey data collection 050211 marketing Customer satisfaction Business 050203 business & management media_common
Zdroj:	Journal of Business Research. 69:1914-1918
ISSN:	0148-2963
DOI:	10.1016/j.jbusres.2015.10.079
Popis:	This research investigates the moderating role of innate satisfaction in the relationship between customer satisfaction and loyalty. The results from a mixed model estimation using survey data show that innate satisfaction moderates the satisfaction–loyalty relationship asymmetrically and nonlinearly. This finding indicates that at lower levels of satisfaction, an increase in satisfaction leads to a stronger increase in loyalty for innately satisfied customers compared to innately dissatisfied customers. Further, innately satisfied customers and innately dissatisfied customers differ in their responses to service recovery but not service failure. Efforts to increase satisfaction might provide different returns, relative to the innate satisfaction of the target segments.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::4f36faa381e6046c66b760fa7d7f50c8 https://doi.org/10.1016/j.jbusres.2015.10.079 Zobrazit plný text záznamu Full Text from ScienceDirect