The service quality-satisfaction link revisited: exploring asymmetries and dynamics

被引：105

作者：

Falk, Tomas ^{[1
]}

Hammerschmidt, Maik ^{[1
]}

Schepers, Jeroen J. L. ^{[2
]}

机构：

[1] Univ Mannheim, D-68131 Mannheim, Germany

[2] Eindhoven Univ Technol, NL-5600 MB Eindhoven, Netherlands

来源：

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE | 2010年 / 38卷 / 03期

关键词：

Customer satisfaction; Service quality; Asymmetric effects; Customer experience; Nonlinear structural equation modeling; ATTRIBUTE-LEVEL PERFORMANCE; LATENT VARIABLE INTERACTION; STRUCTURAL EQUATION MODELS; CUSTOMER SATISFACTION; CONSUMER CHOICE; ONLINE; TECHNOLOGY; DELIGHT; EXPECTATIONS; ACCEPTANCE;

D O I：

10.1007/s11747-009-0152-2

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight customers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.

引用

页码：288 / 302

页数：15

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