Factors That Influence Customer Satisfaction With Hedonic Services Essay

Factors That Influence Customer Satisfaction With Hedonic Services Essay

Length: 2466 words (7 double-spaced pages)

Rating: Term Papers

Open Document

Essay Preview

1.0 Introduction
This report aims to explore all the research literature available on the topic ‘factors that influence customer satisfaction with hedonic services’. Customer satisfaction is a very important concept because it leads to repeat patronage, positive word of mouth and ultimately increased profits for the business. It is therefore of much benefit to understand the factors which influence customers satisfaction to allow businesses to better serve their customers. This report begins by defining hedonic services and customer satisfaction according to the relevant literature. The factors which influence customer satisfaction on hedonic services are then outlined. The selected factors are the seven Ps of the service marketing mix; price, promotion, place, physical evidence, people, process and product. The gaps in the literature are then mentioned with recommendations for future research which will provide a full view of this topic.
2.0 Definitions
2.1 Hedonic Services
Hedonic services are those which are fun, emotive or pleasure driven and are sought after by customers to fulfil a psychological or emotional need (Joseph-Matthews, Bonn & Snepenger 2009; Ng, Russell- Bennett and Dagger 2007; Fiang & Wang 2006; Hirschman & Holbrook 1982). It must be noted that services are not simply classified as hedonic or not hedonic but instead services have different degrees of hedonism (Strombeck & Wakefield 2008). The hedonic nature of a service is also dependant on the consumer, their motivations and context, not solely on the product itself (Strombeck & Wakefield 2008). The same service may be seen as hedonic to one consumer and non hedonic to another, generally though services can be classified as mainly hedonic services or main...


... middle of paper ...


...uring consumer perceptions of service quality’, Journal of Retailing, vol. 64, no. 1, pp. 12-40.
Strombeck, SD, Wakefield, KL 2008, ‘ situation Influences on Service Quality Evaluations’ Journal of Services Marketing, vol. 22, no. 5, pp. 409-419.
Szymanski, DM, Henard, DH 2001, ‘Customer Satisfaction: A meta Analysis of the empirical evidence’, Journal of the Academy of Marketing Science, vol. 29, no. 1, pp. 16-35.
Tam, J 2004, ‘Customer Satisfaction, Service Quality and Perceived Value: An integrative model’, Journal of marketing Management, vol. 20, no. 7-8, pp. 897-917.
Wakefield, K, Barnes, J 1996, ‘Retailing Hedonic Consumption: A model of Sales Promotion of a leisure service’ Journal of Retailing, vol. 72, no. 4, pp. 409-427.
Winstead, KF 2000, ‘Service Behaviours that lead to Satisfied Customers’, European Journal of Marketing, vol. 34, no. 3/4, pp. 399.

Need Writing Help?

Get feedback on grammar, clarity, concision and logic instantly.

Check your paper »

The Service Quality And Customer Satisfaction Essay

- 2. Literature review The literature review is to present the already known – researched information of the areas that are related and meaningful to this research study (Saunders et al. 2012). Thus, the literature review will not only contribute in getting a much greater understanding in the research topic but also will enable to identify the gaps that need to be researched or questions that are not clearly answered. By classifying and examining previous studies the appropriate information and clear understanding will be achieved that will allow and also ensure that the current study is not repeating the same research or answering same questions....   [tags: Service, Service provider, Customer satisfaction]

Term Papers
1228 words (3.5 pages)

The Influencing Factors and Consequences of Job Satisfaction Essay examples

- Introduction Job satisfaction has been gaining attention from both researchers and managers, especially due to the contemporary proliferation of the idea recognising the significance of people in terms of achieving competitive advantage and sustainability in organisations. The purpose of the essay is to review factors influencing job satisfaction and consequences attributing to job satisfaction after reviewing some understanding of the meaning of the term and the reasons why job satisfaction is widely studied....   [tags: Job Satisfaction Essays]

Term Papers
2628 words (7.5 pages)

Human Services And Satisfaction Are Severely Lacking Essay

- Through my research to find previous, relevant research, I came across a lack of findings related to human services and satisfaction. There are several articles that explain and go into depth about the ADA – what it is, what it does, etc.- but articles regarding consumer satisfaction are severely lacking. While it is important to understand a policy front to back, it is just as important to know hos it is affecting people. We are missing out on crucial information related to the policy and its implications....   [tags: Disability, Sociology, Mental disorder]

Term Papers
1031 words (2.9 pages)

Essay on Customer Service And Customer Satisfaction

- Customer services and customer satisfaction are the prime objective of any service organization. Information and communication technology has furnished go-up to new innovations in the product designing and their delivery in the banking and finance industries. The transformation has been very productive for banks bringing in an increase in productivity and organizational efficiency to be more competitive. Banks have no alternative but to employ wireless solutions in device-independent and network-agnostic ways in responding to the customers demanding ‘anytime and anywhere’ access to their money and financial information....   [tags: Bank, Online banking, Financial services, Banking]

Term Papers
1239 words (3.5 pages)

Essay on Factors Influencing Customer Loyalty

- Research shows that one of the biggest challenges nowadays for the organisations operating in the restaurants and service industries is to provide and maintain the satisfaction of their customers and ensure the brand loyalty (Mumel & Snoj, 2007). It is important for a company to understand what is expected of the company from a customer perspective, and the level to which the company is meeting this expectation. There are two themes that must run parallel to each other when delivering a quality service (Szwarc, 2005)....   [tags: brand, satisfaction, service]

Term Papers
3173 words (9.1 pages)

Job Satisfaction And Delegate Satisfaction Essay

- JOB SATISFACTION Work satisfaction or delegate satisfaction has been portrayed in an extensive variety of ways. Some trust it is basically how content an individual is with his or her occupation, by the day 's end, paying little respect to whether they like the livelihood or individual perspectives or parts of occupations, for instance, nature of work or supervision.[1] Others trust it is not too silly as this definition prescribes and rather that multidimensionalpsychological responses to one 's occupation are involved.[2] Researchers have moreover seen that occupation satisfaction measures shift in how much they measure estimations about the business (brimming with feeling vocation satis...   [tags: Job satisfaction, Employment, The Work, Energy]

Term Papers
702 words (2 pages)

Essay on The Service Marketing World : Customer Satisfaction

- Multichannels In the service marketing world, customer satisfaction has been confirmed to be an influential to customer loyalty (Ching-Fu and Ya-Ling, 2010). The evolving world now have to consider quality service and companies survival to be in the competitive environment (Zeithami, Berry and Parasuraman, 1996). Providing quality services, appears to be an important factor for services company to be successful. Companies are finding new ways to distribute their services through different channels....   [tags: Marketing, Customer service, Consumer protection]

Term Papers
1190 words (3.4 pages)

Essay about Leadership Styles And Job Satisfaction Among Teachers

- Leadership Styles and Job-satisfaction among Teachers of Sardar Patel Kelwani Mandal Jetpur ________________________________________ Dr. Sushil Kumar Dubey, Principal, SPKM Mahila B. Ed. College Jetpur Pin- 360370, E-mail: drsushil.edu@gmail.com ; Email: Sushil.bed@gmail.com http://www.spkmbedcollege.org, ________________________________________ Abstract: The aim of the researcher and the paper was to study the relationship between Leadership Styles and Job-satisfaction among Teachers of Sardar Patel Kelwani Mandal Jetpur....   [tags: Leadership, Management, Job satisfaction]

Term Papers
2013 words (5.8 pages)

Needs: Hedonic versus Utilitarian Essay

- Utilitarian products and hedonic products can be similar products. When consumers are shopping for various products, some will seek a product which will give them more product for the money spent. Others, however, purchase items based on the brand or enjoyment the product will provide them. The difference between the two products is the need which the consumers is trying to fulfill with their purchase. An example of a product which could be compared are automobiles. When a consumer is interested in purchasing a new or used car, the consumer is going to search for vehicles which are equipped with certain features....   [tags: consumer products]

Term Papers
971 words (2.8 pages)

Customer Satisfaction Essay

- Introduction Customer satisfaction is a word commonly used in marketing (Wirtz & Bateson, 1995). It is a gauge of how goods and services provided by an organization meet or exceed customer expectation (Farris, Bendle, Pfeifer, & Reibstein, 1995). In a spirited market where companies vie for consumers, customer satisfaction is as a vital differentiator and has progressively grown to be a chief component of business strategy (Gitman, & McDaniel, 2005). Hence, it is crucial for businesses to manage customer satisfaction (Wirtz & Bateson, 1995)....   [tags: marketing, services, customer expectation]

Term Papers
1705 words (4.9 pages)