Personality Traits as Moderators of the Relationship between Customer Satisfaction and Loyalty

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題名:	Personality Traits as Moderators of the Relationship between Customer Satisfaction and Loyalty
作者:	蔡碩倉;Tsai, Shuo-Chang
貢獻者:	經營管理學系
日期:	2010-06
上傳時間:	2012-11-26 04:48:27 (UTC+0)
摘要:	This study investigates the moderating role of personality traits on the relationship between customer satisfaction and loyalty. Survey data were collected from shoppers of two supermarkets in Beijing, China. The results show that consumers’ characteristic of extraversion is positively related to the level of accrued loyalty, while consumer’s characteristic of neuroticism attenuates the association between customer satisfaction and loyalty. Implications for managers in the retail context are also discussed.
關聯:	The 7th IEEE International Conference on Service Systems and Service Management
顯示於類別:	[經營管理學系 ] 會議論文

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