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

Björn Frank, Takao Enkawa

研究成果: Conference contribution

2 被引用数 (Scopus)

抄録

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.

本文言語English
ホスト出版物のタイトルICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability
出版社Research Publishing Services
ページ20-25
ページ数6
ISBN(印刷版)9789810594046
出版ステータスPublished - 2008 1 1
外部発表はい
イベント5th International Conference on Quality and Reliability, ICQR 2007 - Chiang Mai, Thailand
継続期間: 2007 11 52007 11 7

出版物シリーズ

名前ICQR 2007 - Proceedings of the 5th International Conference on Quality and Reliability

Other

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

ASJC Scopus subject areas

  • 安全性、リスク、信頼性、品質管理

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