On the Role of Experience in Developing Service Satisfaction in Consumer Financial Planning Services

ABSTRACT This study of consumer professional services examines the role of experience in the development of service satisfaction with the personal financial planning services firm. Product experience possessed by the client moderates the interlinkages between service satisfaction and its two antecedents-performance and relational behaviour. The results of sub group analysis indicate that effects of the performance and relational behaviour vary considerably under different product experience conditions. The findings therefore add new insight to the understanding of satisfaction formation under different experience conditions, especially in the context of consumer personal financial planning services.