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
  • [31] SERVICE QUALITY AS A PREDICTOR OF CUSTOMER SATISFACTION AND CUSTOMER LOYALTY
    Ismail, Azman
    Yunan, Yusrizal Sufardi Mohd
    LOGFORUM, 2016, 12 (04) : 269 - 283
  • [32] The interrelationships between customer satisfaction, brand loyalty and relationship intentions of Generation Y consumers towards smart phone brands
    Mostert, P. G.
    Petzer, D. J.
    Weideman, A.
    SOUTH AFRICAN JOURNAL OF BUSINESS MANAGEMENT, 2016, 47 (03) : 25 - 34
  • [33] Customer Emotion Regulation in the Service Interactions: Its Relationship to Employee Ingratiation, Satisfaction and Loyalty Intentions
    Medler-Liraz, Hana
    Yagil, Dana
    JOURNAL OF SOCIAL PSYCHOLOGY, 2013, 153 (03): : 261 - 278
  • [34] The Effect on Relationship Quality on Customer Loyalty
    Feng Xu
    Luo Juan
    PROCEEDINGS OF 2010 INTERNATIONAL CONFERENCE ON MANAGEMENT SCIENCE AND ENGINEERING, 2010, : 157 - +
  • [35] The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty
    Segoro, Waseso
    WORLD CONGRESS ON ADMINISTRATIVE AND POLITICAL SCIENCES, 2013, 81 : 306 - 310
  • [36] The influence of return channel type on the relationship between return service quality and customer loyalty in omnichannel retailing
    Xie, Chaohong
    Gong, Yeming
    Xu, Xianhao
    Chiang, Chung-Yean
    Chen, Qian
    JOURNAL OF ENTERPRISE INFORMATION MANAGEMENT, 2023, 36 (04) : 1105 - 1134
  • [37] The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers
    Ou, Yi-Chun
    Verhoef, Peter C.
    JOURNAL OF BUSINESS RESEARCH, 2017, 80 : 106 - 115
  • [38] Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs
    Simon J. Bell
    Seigyoung Auh
    Karen Smalley
    Journal of the Academy of Marketing Science, 2005, 33 : 169 - 183
  • [39] Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs
    Bell, SJ
    Auh, S
    Smalley, K
    JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2005, 33 (02) : 169 - 183
  • [40] The Effect of Relationship Marketing on Service Quality and Customer Loyalty: An Empirical Study, in Indonesia
    Mamusung, Robby Tanod
    Nimran, Umar
    Suharyono, Subaryono
    Kusumawati, Andriani
    JOURNAL OF ASIAN FINANCE ECONOMICS AND BUSINESS, 2021, 8 (07): : 533 - 543
12345