The Collective Effects of Product and Service Quality on Customer Satisfaction - An Empirical Study on iPod and iTunes

被引：1
|
作者：
Chan, M. C. [1 ]
Ding, Y. [1 ]
Chai, K. H. [1 ]
机构：
[1] Natl Univ Singapore, Dept Ind & Syst Engn, Singapore 117548, Singapore
来源：
2008 IEEE INTERNATIONAL CONFERENCE ON MANAGEMENT OF INNOVATION AND TECHNOLOGY, VOLS 1-3 | 2008年
关键词：
Service quality; Product quality; Customer satisfaction; Loyalty; Spillover effect;
D O I：
10.1109/ICMIT.2008.4654492
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
The relationships between quality, customer satisfaction and loyalty have been widely investigated for more than two decades. However, most of these studies focus on a pure product or a pure service setting. This study hopes to fill the gap by investigating the effects of product and service quality on customer satisfaction and loyalty based on a holistic view. Results from an empirical study on iPod and iTunes show that service quality will greatly influence the impact of product quality on customer satisfaction and software, either as a core product or complementary component.
引用
收藏
页码：934 / 939
页数：6
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