The impacts of economic long-term expansion and consumer confidence on perceived value and customer satisfaction

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

2 Citations (Scopus)

Abstract

Measuring customer satisfaction at the firm-level is not enough for companies to validly assess corporate performance from the customers' point of view because customer satisfaction is as well influenced by industrial and economic developments distarting firm-level results. In order to deepen initial findings, our study identifies the economic antecedents to customer satisfaction and to the consumer-perceived value of goods and services, which is the primary antecedent to satisfaction at the firm-level, and integrates the results into a structural model. Based on data from Germany, we find that the consumer-perceived value of goods and services is positively influenced both by economic long-term expansion and by consumer and investor confidence. Customer satisfaction is negatively influenced by retail confidence and positively influenced by economic long-term expansion, with more than half of the impact being mediated by perceived value. We also show that these results are not limited to Germany but are reflected by all countries where customer satisfaction is measured on a large scale.

Original languageEnglish
Title of host publicationICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability
PublisherResearch Publishing Services
Pages20-25
Number of pages6
ISBN (Print)9789810594046
Publication statusPublished - 2008 Jan 1
Externally publishedYes
Event5th International Conference on Quality and Reliability, ICQR 2007 - Chiang Mai, Thailand
Duration: 2007 Nov 52007 Nov 7

Other

Other5th International Conference on Quality and Reliability, ICQR 2007
CountryThailand
CityChiang Mai
Period07/11/507/11/7

Fingerprint

Customer satisfaction
Economics
Industry

ASJC Scopus subject areas

  • Safety, Risk, Reliability and Quality

Cite this

Frank, B. C., & Enkawa, T. (2008). The impacts of economic long-term expansion and consumer confidence on perceived value and customer satisfaction. In ICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability (pp. 20-25). Research Publishing Services.

The impacts of economic long-term expansion and consumer confidence on perceived value and customer satisfaction. / Frank, Bjoern Christian; Enkawa, Takao.

ICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability. Research Publishing Services, 2008. p. 20-25.

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

Frank, BC & Enkawa, T 2008, The impacts of economic long-term expansion and consumer confidence on perceived value and customer satisfaction. in ICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability. Research Publishing Services, pp. 20-25, 5th International Conference on Quality and Reliability, ICQR 2007, Chiang Mai, Thailand, 07/11/5.
Frank BC, Enkawa T. The impacts of economic long-term expansion and consumer confidence on perceived value and customer satisfaction. In ICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability. Research Publishing Services. 2008. p. 20-25
Frank, Bjoern Christian ; Enkawa, Takao. / The impacts of economic long-term expansion and consumer confidence on perceived value and customer satisfaction. ICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability. Research Publishing Services, 2008. pp. 20-25
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