The qualitative satisfaction model

Emerald - Tập 8 Số 3 - Trang 236-249 - 1997
Bernd Stauß1, Patricia Neuhaus1
1Catholic University of Eichstätt-Ingolstadt, Germany

Tóm tắt

Notes that the premiss of all efforts to achieve customer satisfaction is the basic assumption that customer satisfaction leads to customer loyalty. Although this thesis sounds reasonable, empirical studies indicate that satisfaction often is only a weak indicator of customer loyalty. This can partly be explained by shortcomings in satisfaction measurement. In applying unidimensional rating scales, it is assumed that customers who give the same satisfaction score also experience the same emotions, cognitions and intentions. This assumption is questionable, for satisfaction also has a qualitative dimension. Presents a qualitative satisfaction model, which results in five different qualitative satisfaction types with different patterns of emotions, cognitions and intentions. Results from an empirical study suggest that these satisfaction types imply different levels of the risk that even satisfied customers terminate a business relationship and switch to competitors.

Từ khóa


Tài liệu tham khảo

Bitner, M.J. and Hubbert, A. (1994, “Encounter satisfaction versus overall satisfaction versus quality: the customer’s voice”, in Rust, R. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, Sage Publications, Thousand Oaks, CA, pp. 72‐94.

Bruggemann, A. (1974, “Zur Unterscheidung verschiedener Formen von Arbeitszufriedenheit”, Arbeit und Leistung, Vol. 28 No. 11, pp. 281‐4.

Bruggemann, A. (1976, “Zur empirischen Untersuchung verschiedener Formen von Arbeitszufriedenheit”, Zeitschrift für Arbeitswissenschaft, Vol. 30 No. 2, pp. 71‐4.

Finkelman, D. and Goland, T. (1990, “How not to satisfy your customers”, The McKinsey Quarterly, No. 4, pp. 2‐12.

Gierl, H. (1993, “Zufriedene Kunden als Markenwechsler”, Absatzwirtschaft, Vol. 36 No. 2, pp. 90‐4.

Jones, T.O. and Sasser, W.E. Jr (1995, “Why satisfied customers defect”, Harvard Business Review, Vol. 73 No. 6, pp. 88‐99.

Liljander, V. and Strandvik, T. (1995, “Service satisfaction: exploring the role of emotions”, in Proceedings of the Workshop on Quality Management in Services V, European Institute for Advanced Studies in Management, Tilburg, pp. 297‐318.

Mano, H. and Oliver, R.L. (1993, “Assessing the dimensionality and structure of the consumption experience: evaluation, feeling, and satisfaction”, Journal of Consumer Research, Vol. 20 No. 4, pp. 451‐66.

Oliver, R.L. (1993, “Cognitive, affective, and attribute bases of the satisfaction response”, Journal of Consumer Research, Vol. 20 No. 3, pp. 418‐30.

Reichheld, F. F. (1996, The Loyalty Effect, Harvard Business School Press, Boston, MA.

Reichheld, F. and Aspinall, K. (1994, “Building high‐loyalty business systems”, Journal of Retail Banking, Vol. 15, No. 4, pp. 21‐9.

Scheuing, E.E. (1995, Creating Customers for Life, Productivity Press, Portland, OR.

Westbrook, R.A. and Oliver, R.L. (1991, “The dimensionality of consumption emotion patterns and consumer satisfaction”, Journal of Consumer Research, Vol. 18 No. 1, pp. 84‐91.

Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993, “The nature and determinants of customer expectations of service”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1‐12.

Zollner, G. (1995, Kundennähe in Dienstleistungsunternehmen, Gabler, Wiesbaden.

Thông tin
Thông tin xuất bản

Emerald

Tập 8 Số 3

236-249

Thông tin tác giả