Transaction-specific satisfaction and overall satisfaction: an empirical analysis

Article Abstract:

An analysis is made of a customer's transaction-specific satisfaction involving a single encounter with a service organization and also of the customer's overall satisfaction as judged against all encounters and experiences with that organization. Repurchase decisions are highly influenced more by overall satisfaction than by transaction-specific satisfaction.

Administration of Economic Programs, Marketing & Consumer Services, Statistical Data Included, Technical

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Transaction-specific satisfaction and overall satisfaction: an empirical analysis

Article Abstract:

The distinction between transaction-specific satisfaction and overall satisfaction and their effects on repurchase intentions is discussed.

United States, Service Industries, Analysis, Services industry

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The effects of locational convenience on customer repurchase intentions across service types

Article Abstract:

Locational convenience was found to act as a switching barrier in less personal, more standardized service industries such as banking, but not in more personal, less standardized service industries such as hairstyling salons. Locational convenience was analyzed within a framework of customer satisfaction.

Science & research, Consumer Behavior, Influence, Comparative analysis, Store location, Consumer behaviour

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