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| Tekijä: | Szymanski, D.M. Henard, D.H. |
| Otsikko: | Customer satisfaction: a meta-analysis of the empirical evidence |
| Lehti: | Journal of the Academy of Marketing Science
2001 : WINTER, VOL. 29:1, p. 16-35 |
| Asiasana: | Marketing Customers Consumer behaviour |
| Kieli: | eng |
| Tiivistelmä: | The growing number of academic studies on customer satisfaction and the mixed findings they report complicate efforts among managers and academics to identify the antecedents to, and outcomes of, businesses having more-versus less-satisfied customers. These mixed findings and the growing emphasis by managers on having satisfied customers point to the value of empirically synthesizing the evidence on customer satisfaction to assess current knowledge. To this end, this study presents a meta-analysis of the reported findings on customer satisfaction. It is documented that equity and disconfirmation are most strongly related to customer satisfaction on average. It is also found that measurement and method factors that characterize the research often moderate relationship strength btw. satisfaction and its antecedents and outcomes. The study discussed the implications surrounding these effects and offer several directions for future research. |
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