Customer Satisfaction Regulation in Group Service Consumption: Cross-Cultural Moderators
This study on group service consumption suggests that a focal customer regulates his CS moderated by his self-construal. We clarify that the degree of the other customer’s experience drives the regulation and play a part in Separable or Inseparable Integration. We propose how to manage group customers based on self-construal.
Koji Matsushita, Haruko Tsuchihashi, and Kaichi Saito (2015) ,"Customer Satisfaction Regulation in Group Service Consumption: Cross-Cultural Moderators", in AP - Asia-Pacific Advances in Consumer Research Volume 11, eds. Echo Wen Wan, Meng Zhang, and , Duluth, MN : Association for Consumer Research, Pages: 328-328.
Koji Matsushita, Chuo University, Japan
Haruko Tsuchihashi, Aoyama Gakuin University, Japan
Kaichi Saito, Meiji Gakuin University, Japan
AP - Asia-Pacific Advances in Consumer Research Volume 11 | 2015
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