Abstracts

Psychology and mental health

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The complex relationship between consumer satisfaction and brand loyalty

Article Abstract:

The correlation between consumer satisfaction and brand loyalty was studied by asking Dutch consumers on the status of their satisfaction or dissatisfaction with blank audio cassettes and shampoo. A total of 1,078 consumers were sent questionnaires in the spring of 1992 out of which 861 were returned. The concept of true brand loyalty was compared to spurious brand loyalty and subsequently, manifest brand satisfaction and latent brand satisfaction. It was concluded that true brand loyalty can be instilled in consumers by persuading them that their satisfaction is due to the best brand choice.

Brand choice, Consumer confidence

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Merging service quality and service satisfaction: an empirical test of an integrative model

Article Abstract:

An integrative conceptual model was developed to delineate specific parameters that will define service quality against service satisfaction, and assess the conceptual accuracy of these parameters in an actual service environment. Results show that service quality is an antecedent to service satisfaction, with the model showing a non-recursive relationship between these two evaluative judgments, and service satisfaction treated as a superpordinate construct to service quality. The model should resolve distinction differences between the two customer evaluative judgments.

Customer Relations, Service Industries, Models, Customer service, Services industry, Customer satisfaction

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Do individuals try to maximize general satisfaction?

Article Abstract:

The hypothesis that individuals aim to maximize life-satisfaction is examined.

Psychological aspects, Satisfaction, Satisfaction (Psychology)

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