Customer familiarity and its effects on satisfaction and behavioral intentions

By Magnus Söderlund. 2002

256 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/e059b4ed68e82d714606d85068d169cc4a877886

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In Organizational Behavior and Human Resource Management

Citations in the corpus

To empower or not to empower your sales force? An empirical examination of the influence of leadership empowerment behavior on customer satisfaction and performance. (2005, background): “Some general explanations for this finding are that salespeople often find themselves in selling situations that are specific 951LEADERSHIP EMPOWERMENT BEHAVIOR IN THE SALES FORCE to the customer.”
The role of expectations in the consumer satisfaction formation process: Empirical evidence in the travel agency sector (2006, background): “On the other hand, Söderlund (2002) suggests that a high level of familiarity leads to a more elaborated cognitive structure, and therefore, to a different frame for evaluations compared to a low level of familiarity.”
Generating positive word‐of‐mouth in the service experience (2011, background): “For example, research has shown Generating positive word-of-mouth 139 that customers’ perception of high performance is positively related to WOM intentions (Soderlund, 2002).”
Does Place Matter When Shopping Online? Perceptions of Similarity and Familiarity as Indicators of Psychological Distance (2009, unknown): “To the extent that a final evaluation of a stimulus is a function of the accumulated evaluations of its associations, summed evaluations of positive stimuli become more positive, whereas summed evaluations of negative stimuli become more negative (Söderlund 2002).”
On the Role of Empathy in Customer-Employee Interactions (2012, background): “Research on the impact of customer characteristics such as gender, age, and product knowledge on satisfaction and loyalty (e.g., Cooil et al. 2007; Söderlund 2002) indicates that customer expertise is a crucial factor in determining customer attitudes and behaviors.”
The paradox of customer education: Customer expertise and loyalty in the financial services industry (2007, background): “A second, somewhat compatible, explanation derives from recent findings that when service performance is high, high-familiarity customers express greater levels of satisfaction and behavioural intentions than do less familiar customers (Söderlund, 2002).”
Relative impacts from product quality, service quality, and experience quality on customer perceived value and intention to shop for the coffee shop market (2009, background): “There might be many other kinds of experiences, such as participation, control, familiarity and hedonic experiences (Chang, 2005; Fitzmaurice, 2005; Soderlund, 2002) which can contribute to the value perceptions.”