How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach

Research output: Contribution to conferencePaper

Abstract

This study applies complexity theory to understand the effect of past and present experience on satisfaction. Drawing from the appraisal of interaction theory, social exchange theory and organizational buying behaviour, we developed and empirically measured customer experience on satisfaction across the customers of the professional service providers in b2b. This study investigates the past and current experiences as key elements of customer satisfaction with suppliers. To examine the research propositions, this study employs confirmatory factor analysis (CFA) and fuzzy set qualitative comparative analysis (fsQCA), using a sample of 450 in the first wave and 260 in the second wave. The findings contribute to advancing the current knowledge of the literature by verifying different components of the construct of customer experience and its relative impact on satisfaction.

Conference

ConferenceEuropean Marketing Academic Annual Conference: EMAC 2018
CountryUnited Kingdom
CityGlasgow
Period29/05/181/06/18

Fingerprint

Fuzzy sets
Customer experience
Suppliers
Confirmatory factor analysis
Interaction
Qualitative comparative analysis
Organizational buying behaviour
Complexity theory
Service provider
Customer satisfaction
Social exchange theory
Professional services

Keywords

  • customer experience
  • B2B services
  • service satisfaction
  • consumer behaviour

Cite this

Almoraish, A., & Gounaris, S. (2018). How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.
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abstract = "This study applies complexity theory to understand the effect of past and present experience on satisfaction. Drawing from the appraisal of interaction theory, social exchange theory and organizational buying behaviour, we developed and empirically measured customer experience on satisfaction across the customers of the professional service providers in b2b. This study investigates the past and current experiences as key elements of customer satisfaction with suppliers. To examine the research propositions, this study employs confirmatory factor analysis (CFA) and fuzzy set qualitative comparative analysis (fsQCA), using a sample of 450 in the first wave and 260 in the second wave. The findings contribute to advancing the current knowledge of the literature by verifying different components of the construct of customer experience and its relative impact on satisfaction.",
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Almoraish, A & Gounaris, S 2018, 'How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach' Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom, 29/05/18 - 1/06/18, .

How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach. / Almoraish, Ahmed; Gounaris, Spiros.

2018. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.

Research output: Contribution to conferencePaper

TY - CONF

T1 - How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach

AU - Almoraish, Ahmed

AU - Gounaris, Spiros

PY - 2018/5/29

Y1 - 2018/5/29

N2 - This study applies complexity theory to understand the effect of past and present experience on satisfaction. Drawing from the appraisal of interaction theory, social exchange theory and organizational buying behaviour, we developed and empirically measured customer experience on satisfaction across the customers of the professional service providers in b2b. This study investigates the past and current experiences as key elements of customer satisfaction with suppliers. To examine the research propositions, this study employs confirmatory factor analysis (CFA) and fuzzy set qualitative comparative analysis (fsQCA), using a sample of 450 in the first wave and 260 in the second wave. The findings contribute to advancing the current knowledge of the literature by verifying different components of the construct of customer experience and its relative impact on satisfaction.

AB - This study applies complexity theory to understand the effect of past and present experience on satisfaction. Drawing from the appraisal of interaction theory, social exchange theory and organizational buying behaviour, we developed and empirically measured customer experience on satisfaction across the customers of the professional service providers in b2b. This study investigates the past and current experiences as key elements of customer satisfaction with suppliers. To examine the research propositions, this study employs confirmatory factor analysis (CFA) and fuzzy set qualitative comparative analysis (fsQCA), using a sample of 450 in the first wave and 260 in the second wave. The findings contribute to advancing the current knowledge of the literature by verifying different components of the construct of customer experience and its relative impact on satisfaction.

KW - customer experience

KW - B2B services

KW - service satisfaction

KW - consumer behaviour

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M3 - Paper

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Almoraish A, Gounaris S. How does past and present customer experience explain the satisfaction with the supplier? A fuzzy set qualitative comparative approach. 2018. Paper presented at European Marketing Academic Annual Conference: EMAC 2018, Glasgow, United Kingdom.