Economic influences on customer satisfaction: Variation by product function

B. Frank*, T. Enkawa

*この研究の対応する著者

研究成果: Conference contribution

2 被引用数 (Scopus)

抄録

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.

本文言語English
ホスト出版物のタイトル2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
ページ203-207
ページ数5
DOI
出版ステータスPublished - 2008
外部発表はい
イベント2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008 - Singapore, Singapore
継続期間: 2008 12月 82008 12月 11

出版物シリーズ

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

Conference

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

ASJC Scopus subject areas

  • 管理情報システム
  • 産業および生産工学

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