Vázquez-Carrasco, Rosario and Foxall, Gordon Robert  ORCID: https://orcid.org/0000-0002-3572-6456
2006.
Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context.
Journal of Retailing and Consumer Services
13
(3)
, pp. 205-219.
10.1016/j.jretconser.2005.08.006
|
Abstract
The relationship between aspects of consumers’ personalities and their perception of relationalbenefits, satisfaction with, and active or passive loyalty toward the provision of aservice (hair styling) are investigated by means of an empirical study of 800 Spanish consumers. The psychological traits examined are need for social affiliation, consumer relationship proneness and need for variety. Using partial least squares analysis (PLS), the results indicate that the perception of relational benefits leads to a higher satisfaction and passive loyalty. Need for social affiliation is a strong determinant of relational benefits, active loyalty and consumer relationship proneness. This latter trait influences the perception of relational benefits along with passive loyalty. Need for variety has a direct negative influence on consumer relationship proneness.
| Item Type: | Article |
|---|---|
| Date Type: | Publication |
| Status: | Published |
| Schools: | Business (Including Economics) |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HF Commerce |
| Uncontrolled Keywords: | Loyalty; Satisfaction; Relational benefits; Need for social affiliation; Consumer relationship proneness; Need for variety; PLS |
| Publisher: | Elsevier |
| ISSN: | 0969-6989 |
| Last Modified: | 21 Oct 2022 10:24 |
| URI: | https://orca.cardiff.ac.uk/id/eprint/40097 |
Citation Data
Cited 90 times in Scopus. View in Scopus. Powered By Scopus® Data
Actions (repository staff only)
 |
Edit Item |
Altmetric
Altmetric
Cardiff University Information Services