文章基本信息

标题：Role of Consumption Emotions Mediate Perceived Service Fairness to the Service Satisfaction and Its Impact on Customers’ Behavioral Intentions
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作者：Abolghasem Ebrahimi ; Abolghasem Ebrahimi ; Abbas Abbasi 等
期刊名称：Asean Marketing Journal
印刷版ISSN：2085-5044
电子版ISSN：2356-2242
出版年度：2016
卷号：8
期号：1
页码：54-65
DOI：10.21002/amj.v8i1.9260
语种：English
出版社：Universitas Indonesia
摘要：Considering that customers’ emotions toward received services are evaluated in light of fairness and equity theory,the purpose of this study is to investigate the effect of customers’ perceptions and emotions of received services on their behavioral intentions.Data were collected from 329 questioners that were distributed among Mellat bank customers,and hypotheses and the conceptual model were analyzed based on the data collected through structural equation modeling in AMOS 18.Results showed that three dimensions of interactional,procedural,and distributive justice affected customers’ emotions (negative and positive) and satisfaction.Customers’ emotions were also found to be having a mediating role in the relationship between perceptions of fairness (except procedural fairness) and customer satisfaction.The other results are the effect of customer satisfaction on behavioral intentions (repeat purchases and Word-of-mouth advertising).Finally,the study suggests some practical solutions and future research topics.
其他摘要：Dengan pertimbangan bahwa emosi pelanggan terhadap jasa yang mereka terima dievaluasi dalam teori keadilan dan ekuitas,maka tujuan dari penelitian ini adalah untuk mengetahui pengaruh persepsi dan emosi pelanggan dari jasa yang mereka terima terhadap inte
关键词：perceived fairness;consumer emotions;customer satisfaction;behavioral intention
其他关键词：keadilan yang dirasakan;emosi konsumen;kepuasan pelanggan;intensi perilaku