Abstract
A contact person has attempted to achieve a higher level of customer satisfaction by providing superior services. However, do higher-quality services always lead to higher customer satisfaction? The model developed by social psychologists, Greenberg and Westcott, Indebtedness as a mediator of reactions to aid. In: Fisher JD, Nadler A, DePaulo BM (eds) New directions in helping, volume 1: recipient reaction and aid. Academic Press, New York, pp 85–112, 1983, connotes that customers are likely to feel negative affect toward a contact person via indebtedness and/or other mediators, but this model has remained unexamined empirically. This study integrates these mediators into five factors and empirically tests the effects of customer benefit on satisfaction mediated by five factors and indebtedness. The results of SEM show that indebtedness caused by customer benefit decreases satisfaction.
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Chiba, T. (2017). Are Superior Services Always Good for Satisfaction Formation? Consideration of Indebtedness to a Contact Person. In: Sawatani, Y., Spohrer, J., Kwan, S., Takenaka, T. (eds) Serviceology for Smart Service System. ICServ 2015. Springer, Tokyo. https://doi.org/10.1007/978-4-431-56074-6_22
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DOI: https://doi.org/10.1007/978-4-431-56074-6_22
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