Transaction‐specific satisfaction and overall satisfaction: an empirical analysis

Transaction‐specific satisfaction and overall satisfaction: an empirical analysis The distinction between transaction-specific satisfaction and overall satisfaction has received little empirical attention in the satisfaction and services literature. Furthermore, a review of the extant literature provides mixed conceptual evidence concerning the relationships among transaction-specific satisfaction, overall satisfaction, and repurchase intentions. This study empirically investigates transaction-specific satisfaction, overall satisfaction and repurchase intentions, and finds that the two types of satisfaction can be distinguished from one another. Furthermore, the findings from this study suggest that overall satisfaction has a direct influence on repurchase intentions as well as a moderating influence on the transaction-specific satisfaction/repurchase intentions relationship. When overall satisfaction is high, transaction-specific satisfaction has little impact on repurchase intentions, but when overall satisfaction is low, transaction-specific satisfaction has a positive influence on repurchase intentions. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Transaction‐specific satisfaction and overall satisfaction: an empirical analysis

Journal of Services Marketing, Volume 14 (2): 13 – Apr 1, 2000

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Publisher
Emerald Publishing
Copyright
Copyright © 2000 MCB UP Ltd. All rights reserved.
ISSN
0887-6045
DOI
10.1108/08876040010371555
Publisher site
See Article on Publisher Site

Abstract

The distinction between transaction-specific satisfaction and overall satisfaction has received little empirical attention in the satisfaction and services literature. Furthermore, a review of the extant literature provides mixed conceptual evidence concerning the relationships among transaction-specific satisfaction, overall satisfaction, and repurchase intentions. This study empirically investigates transaction-specific satisfaction, overall satisfaction and repurchase intentions, and finds that the two types of satisfaction can be distinguished from one another. Furthermore, the findings from this study suggest that overall satisfaction has a direct influence on repurchase intentions as well as a moderating influence on the transaction-specific satisfaction/repurchase intentions relationship. When overall satisfaction is high, transaction-specific satisfaction has little impact on repurchase intentions, but when overall satisfaction is low, transaction-specific satisfaction has a positive influence on repurchase intentions.

Journal

Journal of Services MarketingEmerald Publishing

Published: Apr 1, 2000

Keywords: Customer satisfaction; Customer loyalty

References

  • The effect of perceived service quality and name familiarity on the service selection decision
    Arora, R.; Stoner, C.
  • The nature of satisfaction: an updated examination and analysis
    Babin, B.J; Griffin, M.
  • Service recovery: impact on satisfaction and intentions
    Spreng, R.A; Harrell, G.D; Mackoy, R.D
  • Service encounter satisfaction: conceptualized
    Walker, J.L

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