Personality orientations, emotional states, customer satisfaction, and intention to repurchase

Antecedents and Outcomes of Customer Satisfaction: A Comprehensive Review

“…Importantly, this study uses previous literatures in bank marketing, business and industrial marketing, business to business marketing, business research, consumer research, economic psychology, hospitality management, information systems, Islamic marketing, management, marketing, professional service marketing, quality and service sciences, retailing, service industry, service industry management, services marketing, service quality, social and humanistic sciences, strategic marketing, tourism management, tourism research, travel and tourism marketing, and work and organizational psychology (e.g., Pugh et al, 1983;Johnson & Fornell, 1991;Oliver, 1993;Rust & Zahorik, 1993;Hallowell, 1996;Soderlund, 1998;Andreassen, 2000;Dabholkar et al, 2000;Yelkur, 2000;Yeung & Ennew, 2000;Heung et al, 2002;Naser, 2002;Rust et al, 2002;Sureshchandar et al, 2002;Back & Parks, 2003;Hansemark & Albinsson, 2004;Hennig-Thurau, 2004;Lai, 2004;Stock, 2005;Yoon & Uysal, 2005;Gustaffsson et al, 2006;Gountas & Gountas, 2007;Luo & Homburg, 2007;Ekinci et al, 2008;Gillespie et al, 2008;Walsh et al, 2008;Brakus et al, 2009;Cater & Cater, 2009;Hu et al, 2009;Cronin et al, 2000;Orth et al, 2010;Awan et al, 2011;Nam at al., 2011;Torres & Tribo, 2011;AmyPoh et al, 2012;Evanschitzky et al, 2012;…”

“…There can be widely reported antecedents of customer satisfaction include service quality, service convenience, perceived value, personality factors, brand personality, brand experience, employee satisfaction, adaptive selling, dominance, customer orientation of service employees, equity, customer based brand equity, customer expertise, customer's experience, marketing mix and extended marketing mix elements, delivery performance, supplier know-how, personal interaction and organizational culture (e.g., Pugh et al, 1983;Johnson & Fornell, 1991;Oliver, 1993;Andreassen, 2000;Yelkur, 2000;Naser, 2002;Hennig-Thurau, 2004;Gountas & Gountas, 2007;Gillespie et al, 2008;Brakus et al, 2009;Cater & Cater, 2009;Hu, Kandampully, & Juwaheer, 2009;Nam et al, 2011;AmyPoh et al, 2012;Evanschitzky et al, 2012;Thusyanthy & Senthilnathan, 2012;Kaura, 2013;Mucai et al, 2013;Jani & Han, 2014;Yuen & Thai, 2015).…”

“…According to Orth, Limon, and Rose (2010), and Jani and Han (2014) personality factors, especially Big Five Factors that include openness to experience, conscientiousness, extraversion, agreeableness, and neuroticism have influence on customer satisfaction, while Gountas and Gountas (2007) argue that Jungian personality factors of thinking, material, feeling, and intuitive impact on customer satisfaction. Nevertheless, Brakus et al 2009 assert that brand personality dimensions including, ruggedness, sophistication, competence, excitement, sincerity, and brand experience and its dimensions-sensory, affective¸ intellectual, behavioural experiences affect consumer satisfaction.…”

Tell Me Who You Think You Are and I Tell You How You Travel. Exploring the Viability of Market Segmentation by Means of Travelers' Stated Personality: Insights from a Mature Market (Switzerland)

“…"Demographic segmentation" consists of dividing the marketing into groups based on demographic variables such as age, life cycle, gender, income, occupation, education, religion, family size, race, and nationality (Gittelson & Kerstetter, 1990). "Psychographic segmentation" assigns buyers into different groups based on social class, lifestyle, self-image, opinion, and personality characteristics (Gountas & Gountas, 2007;Pizam et al, 2004). In "behavioral segmentation," buyers are divided into groups based on their knowledge, attitude, and use or response to a product, their loyalty status, their user status (potential user, regular user, ex-user, nonuser), and their user rate (Alvarez & Asugman, 2006;Andreu, Kozak, Avci, & Cifter, 2005;Becken & Gnoth, 2004;Becken, Simmons, & Frampton, 2003;Bieger & Laesser, 2002;Legohérel & Wong, 2006;Mackellar, 2009;Petrick, 2004;Weaver & Lawton, 2002).…”

“…So far, and as a scan of the existing literature on tourist market segmentation reveals, there is growing but limited knowledge about approaches and potentialities of a traveler's traits and/or personality as a segmentation basis (Gountas, Dolnicar, & Gountas, 2011). As a recent article by Murphy, Benckendorff, and Moscardo (2007) reveals for the case of inbound tourists to Queensland, there seems to be an association between travel motivation, tourist's self image (hence his/her personality) and destination brand personality and thus links between psychographic and behavioral criteria of potential market segments (Gountas & Gountas, 2007;Gountas et al, 2011). The latter association (i.e., tourists' self image and destination brand personality) was supported by a recent article from Boksberger, Dolnicar, Laesser, and Randle (2011), who illustrated for the Swiss outbound market that in about 50% of the cases there is mid to high degree of self congruence (i.e., congruence between of brand personality and self-stated personality of the travelers).…”