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Found 5 essays matching the above criteria.

1. 1. Drivers of Negative Customer Engagement : A quantitative study testing a model of negative customer engagement and its proposed antecedents

   University essay from Linnéuniversitetet/Institutionen för marknadsföring (MF)

   Author : Månsson Ludwig; Hempel Ossian; [2022]
   Keywords : Perceived justice; Customer engagement; Negative customer engagement; Negative disconfirmation; Cognitive appraisal theory;

   Abstract : Abstract Purpose - The purpose of this study is to extend the current understanding of NCE and its antecedents. Design/methodology/approach - A deductive approach was used to confirm the proposed model of NCE using structural equation modeling. READ MORE

3. 2. Service Quality effect on Customer Satisfaction and Word of Mouth

   University essay from Luleå tekniska universitet/Institutionen för ekonomi, teknik, konst och samhälle

   Author : Gustav Andersson; Carl Ingemarsson; [2022]
   Keywords : Service quality; Customer satisfaction; Word of Mouth; SERVQUAL; Disconfirmation theory; Grocery retail industry; Tjänstekvalitet; Kundnöjdhet; Word of Mouth; SERVQUAL; Disconfirmation theory; dagligvaruhandel;

   Abstract : This study has investigated the effect of service quality on customer satisfaction and Word of Mouth in the grocery retail industry. The purpose of the study was to measure the dimensions of service quality and see its effect on customer satisfaction and Word of Mouth. READ MORE

4. 3. Effects of new technologies on customer satisfaction : A study on how new customer-facing technologies in airports affect the customer satisfaction

   University essay from Jönköping University/Internationella Handelshögskolan

   Author : Justas Bacinskas; Viktor Kempers; [2020]
   Keywords : new customer-facing technologies; customer satisfaction; air travel; air travelling process;

   Abstract : Background: New technologies have turned out to be an inseparable part of the air travel industry over the last couple of decades, and it brought us many benefits. Nonetheless, these new airport technologies also brought new problems that foster air travellers’ irritation. READ MORE

5. 4. The impact of pain information on pain intensity An experimental study on violation of expectations and conflicting information

   University essay from Örebro universitet/Institutionen för juridik, psykologi och socialt arbete

   Author : Moa Adolfsson; Nina Widmark; [2016]
   Keywords : Cold pressor test; expectations; pain; cognitive conflict; Kallvattentest; förväntningar; smärta; kognitiv konflikt;

   Abstract : Previous research has shown that there are several components involved in how we perceive pain, e.g. social and psychological factors such as expectations of pain. A cold pressor experiment was conducted to investigate the impact of negative/positive information on pain perception. READ MORE

6. 5. "WOW. FOR VOLVO" : cognition and affect combining forces to measure the immeasurable

   University essay from Institutionen för datavetenskap

   Author : Philip Wockatz; [2009]
   Keywords : wow effect; satisfaction; cognition; affect; total experience; consumer; consumption; postpurchase; prepurchase; delighted terrible scale; expectancy disconfirmation model; five-factor model; NEO-FFI; PANAS; the Positive and Negative Affect Schedule; Volvo; the Volvo Car Corporation; consumption-based emotions; LOV2;

   Abstract : How can an experience have such an impact that it can be described with the words “wow effect”? Though not a scientific term, it is often used vividly in the business world as an aspirational goal. The purpose of this thesis was to explore the structure behind positive experiences that lead to a so-called “wow effect” by combining cognitive theories and consumption-based emotion theories to create a method for assessing satisfaction in postpurchase experience. READ MORE