How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach
Almoraish, Ahmed and Gounaris, Spiros (2018) How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach. In: European Marketing Academic Annual Conference: EMAC 2018, 2018-05-29 - 2018-06-01, University of Strathclyde.
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Abstract
This study applies complexity theory to understand the effect of past and present experience on satisfaction. Drawing from the appraisal of interaction theory, social exchange theory and organizational buying behaviour, we developed and empirically measured customer experience on satisfaction across the customers of the professional service providers in b2b. This study investigates the past and current experiences as key elements of customer satisfaction with suppliers. To examine the research propositions, this study employs confirmatory factor analysis (CFA) and fuzzy set qualitative comparative analysis (fsQCA), using a sample of 450 in the first wave and 260 in the second wave. The findings contribute to advancing the current knowledge of the literature by verifying different components of the construct of customer experience and its relative impact on satisfaction.
ORCID iDs
Almoraish, Ahmed ORCID: https://orcid.org/0000-0002-4724-9204 and Gounaris, Spiros ORCID: https://orcid.org/0000-0002-1328-8512;-
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Item type: Conference or Workshop Item(Paper) ID code: 64364 Dates: DateEvent29 May 2018Published15 March 2018AcceptedSubjects: Social Sciences > Commerce > Marketing. Distribution of products Department: Strathclyde Business School > Marketing Depositing user: Pure Administrator Date deposited: 07 Jun 2018 10:44 Last modified: 06 Sep 2024 00:25 Related URLs: URI: https://strathprints.strath.ac.uk/id/eprint/64364