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Influence of personality traits on satisfaction, perception of relational benefits, and loyalty in a personal service context

Vázquez-Carrasco, Rosario and Foxall, Gordon Robert 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

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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: 04 Jun 2017 04:30
URI: http://orca.cf.ac.uk/id/eprint/40097

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