haku: @author Meng Chung, L. / yhteensä: 1
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| Tekijä: | Wirtz, J. Meng Chung, L. |
| Otsikko: | Are Customer Satisfaction Measures Equally Applicable Across Research Contexts, or do we need a more Differentiated Approach? |
| Lehti: | Markt
1998 : VOL. 37:2, p. 83-101 |
| Asiasana: | CONSUMER SATISFACTION PERFORMANCE MEASUREMENT PRODUCT INVOLVEMENT PRODUCT ATTRIBUTES |
| Kieli: | eng |
| Tiivistelmä: | This paper identifies at least three purposes of measuring customer satisfaction and shows that each purpose is likely to require a different type of satisfaction measure. Product involvement and product benefits are some of the product characteristics which are suggested to influence the appropriate choice of satisfaction measures. This paper also advances that respondent characteristics, such as level of education and respondent involvement, should influence what types of satisfaction measures should best be selected. |
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