| Autor: |
James J. Zboja, Adrien Bouchet, Mary Dana Laird |
| Rok vydání: |
2016 |
| Předmět: |
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| Zdroj: |
Let’s Get Engaged! Crossing the Threshold of Marketing’s Engagement Era ISBN: 9783319118147 |
| Popis: |
While the study of service quality and its impact on customer satisfaction has a rich history within the services marketing literature, there have been recent calls for research that provides a deeper understanding of this relationship, given its fundamental role in ensuring outcomes such as customer retention and profitability (Anderson 2007). This research study seeks to add to the literature by exploring the role of an under-researched construct known as consumer entitlement on the service quality-satisfaction relationship. Using a sample of season ticket holders of a professional sports franchise, this study hypothesized and found that consumer entitlement moderates the service quality-satisfaction relationship such that higher levels of consumer entitlement mitigate the positive impacts of service quality on satisfaction. |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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