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首页> 外文期刊>International Journal of Retail & Distribution Management >The differential effect of cognitive and emotional elements of experience quality on the customer-service provider's relationship
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The differential effect of cognitive and emotional elements of experience quality on the customer-service provider's relationship

机译：体验质量的认知和情感因素对客户服务提供商关系的不同影响

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Purpose - The purpose of this paper is twofold: first, to examine the differential effect of two cognitive (i.e. product experience, outcome focussed) and two emotional experiences (i.e. surprise and immersion) on customers' cognitive outcomes (i.e. satisfaction, trust and value), and customers' emotional outcomes (i.e. passion, connection and affection); and second, to test the differential effect of customers' cognitive and emotional outcomes on switching resistance loyalty (SRL). Design/methodology/approach - Survey data were collected from 843 respondents using an online panel in the UK Structural equation modelling was employed to analyse the data (AMOS 18.0). Findings - First, cognitive experiences had a more significant effect on customers' cognitive outcomes compared to their effect on customers' emotional outcomes. Second, emotional experiences had a more significant effect on customers' emotional outcomes compared to their effect on customers' cognitive outcomes. Third, the impact of customers' emotional outcomes on SRL was not significantly higher compared to that of customers' cognitive outcomes. Fourth, the indirect effect of cognitive experiences on SRL was significantly higher, compared to that of emotional experiences. Originality/value - The key contribution of this research stems from examining the differential effect of cognitive and emotional experiences on different consumers' cognitive and emotional outcomes, thus providing deeper insights into the nature of the relationship between such variables.
机译：目的-本文的目的是双重的：首先，考察两种认知（即产品体验，注重结果的结果）和两种情感体验（即惊喜和沉浸）对客户认知结果（即满意度，信任和价值）的不同影响），以及客户的情感成果（即热情，联系和情感）；其次，测试客户的认知和情绪结果对转换阻力忠诚度（SRL）的不同影响。设计/方法/方法-使用英国的在线面板从843个受访者中收集了调查数据。采用了结构方程模型来分析数据（AMOS 18.0）。发现-首先，认知体验对顾客的认知结果的影响要比其对顾客情感结果的影响更大。其次，情感体验对顾客情感结果的影响与其对顾客认知结果的影响相比，具有更大的影响。第三，客户的情感结果对SRL的影响与客户的认知结果相比并没有显着更高。第四，与情绪体验相比，认知体验对SRL的间接影响要高得多。原创性/价值-这项研究的主要贡献来自研究认知和情感体验对不同消费者的认知和情感结果的不同影响，从而提供了对这些变量之间关系本质的更深刻的见解。

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