Comparación de modelos y enfoque contingente de la relación entre calidad de servicio, satisfacción y lealtad del clienteun estudio empírico
- Carmona-Lavado, Antonio
- Leal Millán, Antonio Genaro
- Pindado García, Julio (coord.)
- Payne, Gregory (coord.)
Verlag: Escuela Superior de Gestión Comercial y Marketing, ESIC
ISBN: 978-84-7356-556-1
Datum der Publikation: 2008
Titel des Bandes: Ponencias
Ausgabe: 1
Seiten: 4
Kongress: Asociación Europea de Dirección y Economía de Empresa. Congreso Nacional (22. 2008. Salamanca)
Art: Konferenz-Beitrag
Zusammenfassung
The present paper examines the relationship between service quality and customer satisfaction, and the relationship of both of them with behavioural intentions. On the one hand, we test and compare for the first time using SEM and with the same data, three causal models: 1) the mediation model of service quality, 2) the mediation model of customer satisfaction and, 3) the model with an interaction term between both. On the other hand, we test the contingence framework proposed by Dabholkar (1993, 1995a) regarding the moderating role of the emotional content of the consumption experience on the causal direction of the relationship between service quality and satisfaction. The empirical study analyses incidents with restaurants. Thus, the variance of the constructs is more related to differences across service providers than with differences across individual customer characteristics. The results show clearly that the effect of service quality on repurchase intention is totally mediated by satisfaction and, that the affective content of the customer experiences does not modify the sequence: service quality-satisfaction-repurchase intention.