Emotional connection and customer orientation as moderators in improving the customer satisfaction–behavioral intention link: A moderated moderation service model-Reference-Cited by-同舟云学术

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Emotional connection and customer orientation as moderators in improving the customer satisfaction–behavioral intention link: A moderated moderation service model

Published:2023-06-01 Issue:3 Volume:30 Page:153-167
ISSN:1068-6967
Container-title:Quality Management Journal
language:en
Short-container-title:Quality Management Journal

Author:

Boakye Kwabena G.¹,Prybutok Victor R.²^ORCID,Randall Wesley S.³,Ofori Kwame S.⁴

Affiliation:

1. Department of Enterprise Systems and Analytics, Parker College of Business, Georgia Southern University, Statesboro, Georgia

2. Department of Information Technology and Decision Sciences, G. Brint Ryan College of Business, University of North Texas, Denton, Texas

3. Department of Marketing, G. Brint Ryan College of Business, University of North Texas, Denton, Texas

4. School of Business and Social Sciences, International University of Grand-Bassam, Grand-Bassam, Cote d’Ivoire

Publisher

Informa UK Limited

Subject

General Business, Management and Accounting

Link

https://www.tandfonline.com/doi/pdf/10.1080/10686967.2023.2211285

Reference113 articles.

1. Determinants of customer satisfaction and behavioral intentions in fast-food restaurants among undergraduate students during the COVID-19 pandemic

2. The role of trait and emotion in cruise customers’ impulsive buying behavior: an empirical study

3. Structural equation modeling in practice: A review and recommended two-step approach.

4. Estimating Nonresponse Bias in Mail Surveys

5. The power of emotional value: Moderating customer orientation effect in professional business services relationships

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