Towards an understanding of the relationship between mood, emotions, service quality and customer loyalty intentions

被引：29
|
作者：
White, Christopher J. [1 ]
机构：
[1] Charles Darwin Univ, Casuarina, NT 0909, Australia
来源：
SERVICE INDUSTRIES JOURNAL | 2006年 / 26卷 / 08期
关键词：
D O I：
10.1080/02642060601011624
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The purpose of this study was to explore the relationship between mood states, emotions, perceptions of service quality and consumer loyalty in an extended service context. A quantitative research design, using multivariate statistical techniques, facilitated the data analysis. The sample consisted of 220 students from a private university in Switzerland. The results indicated that all of the variables were significantly correlated and mood state was demonstrated to influence the way judgements were formed. The contribution of mood to explaining the variance in loyalty was however minimal.
引用
收藏
页码：837 / 847
页数：11
相关论文
共 50 条
  • [1] Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit
    van Lierop, Dea
    El-Geneidy, Ahmed
    RESEARCH IN TRANSPORTATION ECONOMICS, 2016, 59 : 50 - 59
  • [2] The Relationship Between Religiosity, Service Quality, Customer Satisfaction and Customer Loyalty
    Setiawan, Fadli
    Idris, Idris
    Abror, Abror
    PROCEEDINGS OF THE 2ND PADANG INTERNATIONAL CONFERENCE ON EDUCATION, ECONOMICS, BUSINESS AND ACCOUNTING (PICEEBA-2 2018), 2018, 64 : 517 - 525
  • [3] Study on the Relationship between Enterprise Network Service Quality and Customer Loyalty
    Lei, Mei
    Jing, Zhang
    PROCEEDINGS OF 2013 6TH INTERNATIONAL CONFERENCE ON INFORMATION MANAGEMENT, INNOVATION MANAGEMENT AND INDUSTRIAL ENGINEERING (ICIII 2013) VOL 1, 2013, : 284 - 287
  • [4] Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery
    Tseng, Shu-Mei
    INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, 2021, 13 (02) : 300 - 320
  • [5] Has COVID-19 changed our loyalty towards public transport? Understanding the moderating role of the pandemic in the relationship between service quality, customer satisfaction and loyalty?
    Esmailpour, Javad
    Aghabayk, Kayvan
    Aghajanzadeh, Mohammad
    De Gruyter, Chris
    TRANSPORTATION RESEARCH PART A-POLICY AND PRACTICE, 2022, 162 : 80 - 103
  • [6] Empirical study on service quality, relationship quality and customer loyalty
    Xu Pingping
    Zhang Xiaoling
    PROCEEDINGS OF THE 4TH INTERNATIONAL CONFERENCE ON INNOVATION & MANAGEMENT, VOLS I AND II, 2007, : 1318 - +
  • [7] The relationship between service quality, customer satisfaction and customer loyalty: a study on the management consulting industry
    Wang, I-Ming
    Shieh, Chich-Jen
    Hsiao, Juimin
    JOURNAL OF INFORMATION & OPTIMIZATION SCIENCES, 2005, 26 (02): : 371 - 384
  • [8] Positive Emotions: The Connection between Customer Quality Evaluations and Loyalty
    Gracia, Esther
    Bakker, Arnold B.
    Grau, Rosa M.
    CORNELL HOSPITALITY QUARTERLY, 2011, 52 (04) : 458 - 465
  • [9] SERVICE FAIRNESS, SERVICE QUALITY AND RELATIONSHIP QUALITY EVALUATION EFFECTS ON CUSTOMER LOYALTY
    Giovanis, Apostolos
    Athanasopoulou, Pinelopi
    Tsoukatos, Evangelos
    CONFRONTING CONTEMPORARY BUSINESS CHALLENGES THROUGH MANAGEMENT INNOVATION, 2013, : 1061 - 1079
  • [10] THE RELATIONSHIP BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTION AND BEHAVIOURAL INTENTIONS IN THE HOSPITALITY INDUSTRY
    Padlee, Siti Falindah
    Thaw, Cheong Yun
    Zulkiffli, Siti Nur' Atikah
    TOURISM AND HOSPITALITY MANAGEMENT-CROATIA, 2019, 25 (01): : 121 - 139
12345