Asymmetrical Effects of Attribute Performance on Customer Satisfaction
ProQuest, 2007 - 112 pages
Results of the study indicated that core attributes and facilitating attributes were two separate dimensions that caused different patterns of customer satisfaction response. The results also supported earlier suggestions that core and facilitating attributes had asymmetrical effects on customer satisfaction. Interactions between core and facilitating attributes played a significant role in the formation of customer satisfaction. Moderator effects that core attributes had on the relationship between facilitating attributes and customer satisfaction explained the detected asymmetry, providing theoretical rationalization to the observed phenomenon. Therefore, conceptual relationships proposed and tested in this study provided new knowledge for evaluating customer satisfaction and making decisions about how to achieve high levels of satisfaction with optimal amount of resources.
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LIST OF FIGURES
1 Research model
1 Scenarios for treatment groups
1 Characteristics of the sample
5 Hypothesis 1 test results
1 Patterns of CS response for different levels of core attribute
DISCUSSION AND IMPLICATIONS
8 Regression with interaction tern results for Hypothesis 4
26 Medium acceptable level ambience of public associated with dissatisfaction asymmetrical effects attribute-level performance bed/pillows beta coefficients betas Cadotte & Turgeon Chowdhary and Prakash complimentary snacks conceptualization consumers context core and facilitating core attribute performance covariance matrix Critical Incident Technique Cronbach’s alpha customer satisfaction descriptive statistics different attributes dissatisfiers effect of facilitating effect on satisfaction effects of core Eigenvalue essential personnel evaluation examine Excellent core excellent facilitating experimental manipulations facilitating attribute performance factor analysis front desk Gaur George & Mallery group of attributes hot tub Hypothesis interaction effects ISU faculty Johnston kurtosis Lb Poor Excellent Levitt Mittal moderator effects multicollinearity normal distribution Oliver Personalized services pilot test Poor core poor facilitating positive effect questionnaire regression relationship between attribute relationship between facilitating reliability sampling adequacy satisfaction and dissatisfaction scenarios service attributes service quality Swan and Combs t-value Table theoretical two-factor theory vacation values vantage factors