Antecedents to customer satisfaction with financial services: The moderating effects of the Need to Evaluate

被引：0

作者：

Hansen, Havard ^{[1
]}

Sand, Jo ^{[2
,3
]}

机构：

[1] Univ Stavanger, Norwegian Sch Hotel Management, Dept Business Adm, Mkt, Stavanger, Norway

[2] BI Norwegian Sch Management, Mkt, Oslo, Norway

[3] Intermedium, Lysaker, Norway

来源：

JOURNAL OF FINANCIAL SERVICES MARKETING | 2008年 / 13卷 / 03期

关键词：

Satisfaction; need for evaluation; moderators; service relationship; retail banking;

D O I：

10.1057/fsm.2008.18

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

In this study, we examine how the personality trait Need to Evaluate (NES) moderates the effects benevolence, image and service quality have on customer satisfaction. We initially establish a theoretically derived baseline model of causes to customer satisfaction, and then argue how these effects should be moderated by NES. Based on a survey of retail banking customers, the hypothesised effects are tested by means of two-group analysis, and we find that the effects differ dependent of the NES levels of the consumers. The results are then discussed and their implications briefly offered.

引用

页码：234 / 244

页数：11

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