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Customer Satisfaction and its Influence on Different Behavioural Intention Constructs

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Abstract:

Measures of behavioural intentions are common as dependent variables in satisfaction research. Scholars and practitioners involved in such research, however, seem to be unaware of the existence of different intention constructs. Three constructs are examined in this paper: "intentions-as-expectations", "intentions-as-plans", and "intentions-as-wants". Moreover, we argue that satisfaction is likely to have an unequally strong impact on them. Our empirical data show that this is indeed the case; the strongest correlation is between satisfaction and "intentions-as-wants". These results call for a careful selection of intention measures in satisfaction research.

Keywords: ACCESSIBILITY; BEHAVIOURAL EXPECTATIONS; BEHAVIOURAL INTENTIONS; CUSTOMER SATISFACTION; LOYALTY; REPATRONAGE; VOLITION; WANTS

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/14753920260595192

Publication date: June 1, 2002

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