Fostering Customer Relations: Understanding the Mediating Influence of Familiarity, Participation, and Interaction

Abstract

The aim of this paper is to examine the proposed overall service satisfaction from a new perspective: adopting multiple criteria for comparison (predictive expectations, idealistic expectations, normal product) and studying the mediating effect of behavioral knowledge. Variables, customer interactions, and service interactions. The results show that, regardless of the type of criteria, they are perceptive and do not reliably influence the LI trend in satisfaction if the effect size is different. In addition, three behavioral variables alter the overall satisfaction process. Both aspects are of great academic and professional importance.