Service Encounter Model Focused on Customer Benefits and Satisfaction: Reconsideration of Psychological Model

Takahiro Chiba
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Takahiro Chiba: Keio University

No 2011-034, Keio/Kyoto Joint Global COE Discussion Paper Series from Keio/Kyoto Joint Global COE Program

Abstract: Firms have attempted to achieve higher levels of customer satisfaction by providing superior service, supposedly for customer benefit. However, does higher customer benefit always lead to higher customer satisfaction? The model developed by social psychologists suggests that a customer is likely to feel negative as well as positive affect toward a contact person (CP) via indebtedness and/or other mediating variables, but this model has remained untested empirically. In this study, we elaborated and empirically tested the model. The results of structural equation modeling show that higher customer benefit from superior service can increase indebtedness, which, in turn, can decrease customer satisfaction.

Pages: 18 pages
Date: 2012-02
New Economics Papers: this item is included in nep-soc
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Persistent link: https://EconPapers.repec.org/RePEc:kei:dpaper:2011-034

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