Dissertation > Excellent graduate degree dissertation topics show

Research on Cognitive-Emotional Model of Customer Satisfaction

Author: GongWei
Tutor: MaQinHai
School: Northeastern University
Course: Business management
Keywords: disconformation consumption emotions customer satisfaction
CLC: F274
Type: Master's thesis
Year: 2008
Downloads: 61
Quote: 0
Read: Download Dissertation

Abstract


In recent years, western scholars have found that the traditional cognitive model couldn’t fully explain customer satisfaction. Several researchers began to introduce consumption emotions into cognitive model and formed cognitive-emotional model of customer satisfaction. Though the domestic research on consumption emotions has just started, several scholars have proved the effect of consumption emotions on customer satisfaction.Though many researchers have reach a consensus that consumption emotions have effect on satisfaction, the literature review shows two dissimilar approaches for modelling the customer satisfaction process and the main difference lies in the conceptualization of the relationship between disconfirmation and consumption emotions. One perspective suggests that disconformation have no effect on consumption emotions, and consumption emotions act as an independent factor between disconformation and customer satisfaction. Another perspective suggests that disconformation have a direct effect on consumption emotions, and consumption emotions act as a mediator between disconformation and customer satisfaction.According to above-mentioned difference, this thesis forms two different cognitive-emotional models of customer satisfaction, and chooses two kinds of service consumption to study the two competing models:hedonic service and utilitarian service. Based on the results of SEM analysis and the literature review, this thesis conclude that in most settings, consumption emotions should act as a mediator between disconformation and customer satisfaction except some special ones, such as sports, in which, the consumption emotions mainly come from the situation or the customers, not the product or service.The result of this study shows that in the ocean world and supermarket samples, though disconformation and pleasure emotions are important for determining customer satisfaction, they just have indirect effects on satisfaction through arousal emotions, and arousal emotions was the key affective factor that determines customer satisfaction.

Related Dissertations

  1. The Empirical Research on Service Encounter Affecting Customer Loyalty of Female Underwear Brand,F274
  2. Based on SEM and college sports shoes consumer complaint behavior research,F426.86;F224
  3. The Study of FedEx Service Strategy Improvement and Customer Satisfaction Enhancement,F259.23
  4. Design of Customer Satisfaction Management System for W in Guangzhou,F293.3
  5. Research on Application of Data Mining Technology in Degree of Satisfaction Analysis of Television Customers,TP311.13
  6. The Research of Service Quality Management of Mobile Communication Industry in the Perspective of Customer Satisfaction,F626;F224
  7. A Study on the Relaitons Among Consuption Experience, Customer Satisfaction and Customer Loyalty,F274
  8. A Study of Customer Satisfaction of Worldmark Suzhou Company,F426.72
  9. Influencing Factors of Customer Satisfaction on the Medical Training Meeting,R-2
  10. Distributed service chain service quality incentive mechanism,F273.2
  11. Power Customer Experience Management Applied Research,F426.61
  12. The performance of the real estate business relationship between customer satisfaction and,F293.3;F224
  13. Relationship-based perspective of customer loyalty research network,F274
  14. Elevator Product Configuration Rules Dynamic Incremental Updating and Schemes Optimization Technologies and Their Applications,TU857
  15. The Research on the Customer Satisfaction Index of the Commercial Banks,F832.33
  16. The Relativity Research of Clothing Shopping Environment and Consumption Emotion,F723;F224
  17. Research on Customer Satisfaction Evaluation of Steel and Iron Enterprise,F426.31
  18. A Extended Hotelling Model of Game Location,C934
  19. The Evaluate Study of Customer Satisfaction in Personal Financial Service of Commercial Banks,F832.2
  20. Study on Customer Satisfaction Degree to Small Electrical Home Appliance Products Based on Motivation Theory,F426.6;F224

CLC: > Economic > Economic planning and management > Enterprise economy > Enterprise Marketing Management
© 2012 www.DissertationTopic.Net  Mobile