Asymmetrical Effects of Attribute Performance on Customer Satisfaction

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ProQuest, 2007 - 112 pages
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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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Contents

LITERATURE REVIEW
11
LIST OF FIGURES
20
1 Research model
31
RESEARCH METHODS
34
1 Scenarios for treatment groups
37
RESULTS
44
1 Characteristics of the sample
45
5 Hypothesis 1 test results
52
1 Patterns of CS response for different levels of core attribute
55
DISCUSSION AND IMPLICATIONS
58
8 Regression with interaction tern results for Hypothesis 4
59
REFERENCES
70
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