Department of Management

An examination of the effects of service brand dimensions on customer satisfaction

Research output: Contribution to conferencePaperResearchpeer-review

Standard

An examination of the effects of service brand dimensions on customer satisfaction. / Krystallis Krontalis, Athanasios; Chrysochou, Polymeros.

2012. Paper presented at 41st EMAC Annual Conference , Lisbon, Portugal.

Research output: Contribution to conferencePaperResearchpeer-review

Harvard

Krystallis Krontalis, A & Chrysochou, P 2012, 'An examination of the effects of service brand dimensions on customer satisfaction', Paper presented at 41st EMAC Annual Conference , Lisbon, Portugal, 22/05/2012 - 25/05/2012. <http://www.emac2012.org/r/home>

APA

Krystallis Krontalis, A., & Chrysochou, P. (2012). An examination of the effects of service brand dimensions on customer satisfaction. Paper presented at 41st EMAC Annual Conference , Lisbon, Portugal. http://www.emac2012.org/r/home

CBE

Krystallis Krontalis A, Chrysochou P. 2012. An examination of the effects of service brand dimensions on customer satisfaction. Paper presented at 41st EMAC Annual Conference , Lisbon, Portugal.

MLA

Krystallis Krontalis, Athanasios and Polymeros Chrysochou An examination of the effects of service brand dimensions on customer satisfaction. 41st EMAC Annual Conference , 22 May 2012, Lisbon, Portugal, Paper, 2012. 7 p.

Vancouver

Krystallis Krontalis A, Chrysochou P. An examination of the effects of service brand dimensions on customer satisfaction. 2012. Paper presented at 41st EMAC Annual Conference , Lisbon, Portugal.

Author

Krystallis Krontalis, Athanasios ; Chrysochou, Polymeros. / An examination of the effects of service brand dimensions on customer satisfaction. Paper presented at 41st EMAC Annual Conference , Lisbon, Portugal.7 p.

Bibtex

@conference{ebef337a2a4d430a88fa8af14f0be175,
title = "An examination of the effects of service brand dimensions on customer satisfaction",
abstract = "The present study intends to examine how consumers evaluate service brands. Building on past literature, several causal relationships are examined between key brand dimensions and consumer satisfaction using the airline industry as an exemplary branded service category. Results reveal price, core service, feelings and self-image congruence to be the most important dimensions of a service brand which, in turn, impact significantly on consumer satisfaction. Except price, these attributes are intangible components of the service brand that can only be assessed by the customer during the use stage of decision-making. Besides these brand components, controlled communications are also found to strongly influence customers{\textquoteright} overall dispositions toward the brand.",
keywords = "service brands, brand evidence, brand hearsay, customer satisfaction",
author = "{Krystallis Krontalis}, Athanasios and Polymeros Chrysochou",
note = "Paper haves (print) ASB Bibliotek: AU Research 2012; 41st EMAC Annual Conference ; Conference date: 22-05-2012 Through 25-05-2012",
year = "2012",
language = "English",

}

RIS

TY - CONF

T1 - An examination of the effects of service brand dimensions on customer satisfaction

AU - Krystallis Krontalis, Athanasios

AU - Chrysochou, Polymeros

N1 - Paper haves (print) ASB Bibliotek: AU Research 2012

PY - 2012

Y1 - 2012

N2 - The present study intends to examine how consumers evaluate service brands. Building on past literature, several causal relationships are examined between key brand dimensions and consumer satisfaction using the airline industry as an exemplary branded service category. Results reveal price, core service, feelings and self-image congruence to be the most important dimensions of a service brand which, in turn, impact significantly on consumer satisfaction. Except price, these attributes are intangible components of the service brand that can only be assessed by the customer during the use stage of decision-making. Besides these brand components, controlled communications are also found to strongly influence customers’ overall dispositions toward the brand.

AB - The present study intends to examine how consumers evaluate service brands. Building on past literature, several causal relationships are examined between key brand dimensions and consumer satisfaction using the airline industry as an exemplary branded service category. Results reveal price, core service, feelings and self-image congruence to be the most important dimensions of a service brand which, in turn, impact significantly on consumer satisfaction. Except price, these attributes are intangible components of the service brand that can only be assessed by the customer during the use stage of decision-making. Besides these brand components, controlled communications are also found to strongly influence customers’ overall dispositions toward the brand.

KW - service brands

KW - brand evidence

KW - brand hearsay

KW - customer satisfaction

M3 - Paper

T2 - 41st EMAC Annual Conference

Y2 - 22 May 2012 through 25 May 2012

ER -