Economic influences on customer satisfaction and their difference by core and peripheral functions

Björn Frank, Takao Enkawa, Nobutaka Okuma

Research output: Contribution to journalArticle

Abstract

Recent literature has revealed that CS (customer satisfaction) is not only driven by corporate efforts at the micro level, but also by economic processes at the macro level. Using time-series data from three durable goods industries, pioneer work in this field discovered that CS is negatively influenced by the stock index, a measure of economic expectations. Extending their research and adding new data measured in 2004 and 2007, analyses were conducted under the following two hypotheses: 1) CS is influenced negatively by economic expectations and positively by economic growth, and 2) economic expectations should have a particularly strong influence on CS with peripheral product functions, compared to CS with core product functions. These hypotheses were supported, but the positive impact of economic growth on CS was not significant in all analyses. Managers and researchers should design methods to correct longitudinal CS values from economic influences, so that they better reflect the customer-oriented performance of firms.

Original languageEnglish
Pages (from-to)87-94
Number of pages8
JournalJournal of Japan Industrial Management Association
Volume60
Issue number2
Publication statusPublished - 2009 Dec 1

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Keywords

  • CS (customer satisfaction)
  • Disconfirmation theory
  • Economic expectations
  • Economic growth
  • Intrinsic functions
  • Surface functions

ASJC Scopus subject areas

  • Strategy and Management
  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Applied Mathematics

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