influences the affected customer's level of satisfaction, unfavorable word‐of‐mouth (WOM), and repurchase intentions toward the …) influences how complainants and non‐complainants rate their perceptions of satisfaction and subsequent behavioral intentions … in the rating of satisfaction, repurchase intention, or negative WOM from customers in the latter group. Offering …

mediate the relationship between perceived wait duration (PWD) and satisfaction. This model will provide a framework for … satisfaction, and help researchers to understand changes in the relationship between PWD and satisfaction under different …

impact that customer satisfaction has on share of wallet (SOW). Design/methodology/approach – The data used in the analyses … overall positive moderating impact on the satisfaction‐SOW link and that customer satisfaction matters more when the customer … competitors' offline and online channels reveal a higher satisfaction‐SOW association than the group of customers that only …

) report higher levels of satisfaction and repurchase intention than they would after experiencing a failure in hedonic …

intuitions arising from the three‐factor theory of customer satisfaction. The ultimate goal is to propose a decision support … coefficients of a multiple regression with overall satisfaction ratings as the dependent variable. Additional calculations are then … retention IPA. On this basis, they generate two priority charts: one for the purpose of maximizing customer satisfaction and one …

compliance, which in turn affect customer satisfaction and anticipated future interaction. The control variables are also both …

findings support the conclusion that the service experience has a significant impact on customer satisfaction, loyalty and word …

consumer's emotional and cognitive responses and contributes to satisfaction and word‐of‐mouth (WOM) communication in an online … positive direct effects on pleasure, arousal, and perceived information quality and indirect effects on satisfaction and WOM … intention. Pleasant shopping experience increased positive perceptions and satisfaction. The results also showed that …