Economic influences on customer satisfaction: Variation by product function

B. Frank, T. Enkawa

Research output: Chapter in Book/Report/Conference proceedingConference contribution

2 Citations (Scopus)

Abstract

Based on longitudinal customer satisfaction data from three durable goods industries in Japan, this study analyzes how economic processes influence customer satisfaction and how these effects vary by product function. Our research hypotheses are based on a conceptual extension of the disconfirmation of expectations theory of customer satisfaction formation. Using principal component and regression analyses, we show that customer satisfaction is positively influenced by economic growth and negatively by economic expectations. These effects, especially the influence of economic expectations, are much stronger for customer satisfaction with peripheral product functions than with core product functions. Quality managers should be aware of mis- interpretations when measuring customer satisfaction to evaluate business performance. Variations in customer satisfaction are not only caused by variations in corporate performance but also by external economic influences.

Original languageEnglish
Title of host publication2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
Pages203-207
Number of pages5
DOIs
Publication statusPublished - 2008 Dec 1
Externally publishedYes
Event2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008 - Singapore, Singapore
Duration: 2008 Dec 82008 Dec 11

Publication series

Name2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008

Conference

Conference2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
CountrySingapore
CitySingapore
Period08/12/808/12/11

Keywords

  • Customer satisfaction
  • Economic expectations
  • Economic growth
  • Product function

ASJC Scopus subject areas

  • Management Information Systems
  • Industrial and Manufacturing Engineering

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  • Cite this

    Frank, B., & Enkawa, T. (2008). Economic influences on customer satisfaction: Variation by product function. In 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008 (pp. 203-207). [4737860] (2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008). https://doi.org/10.1109/IEEM.2008.4737860