2015 Fiscal Year Final Research Report
Theoretical Model of Customer Satisfaction and Repurchasing Focusing on Service Type
| Project/Area Number |
26885086
|
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| Research Category |
Grant-in-Aid for Research Activity Start-up
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| Allocation Type | Single-year Grants |
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| Research Field |
Commerce
|
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| Research Institution | Toyo University |
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Principal Investigator |
|
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| Project Period (FY) |
2014-08-29 – 2016-03-31
|
| Keywords | サービス / 顧客満足 / 心理的負債 / 再購買意図 |
|---|
| Outline of Final Research Achievements |
This study has provided following findings as a remedy for service research;
First, about a promotional service attached to product purchasing, a customer is likely to feel indebted and then dissatisfied at salespeople if he/she has any contact with them. Second, about a service focusing on a customer's growing or development assumed that he/she repeatedly utilizes it, customer satisfaction with his/her growing has a negative effect on repurchasing the repeated service. Finally, about a common service such as a restaurant, high expectation caused by high customer satisfaction become a hurdle for a customer, and as a result customer may avoid repurchasing because he/she thinks that next service quality can not exceed the hurdle that is previous service quality.
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| Free Research Field |
サービス・マーケティング
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