Modeling the determinants of customer satisfaction for business-to-business professional services

被引：356

作者：

Patterson, PG ^{[1
]}

Johnson, LW

Spreng, RA

机构：

[1] Univ New S Wales, Kensington, NSW 2033, Australia

[2] Univ Sydney, Grad Sch Business, Sydney, NSW 2006, Australia

[3] Michigan State Univ, Eli Broad Grad Sch Management, Dept Mkt & Logist, E Lansing, MI 48824 USA

来源：

JOURNAL OF THE ACADEMY OF MARKETING SCIENCE | 1997年 / 25卷 / 01期

关键词：

D O I：

10.1007/BF02894505

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This research empirically examines for the first rime the determinants of customer satisfaction or dissatisfaction (CS/D) in the context of business professional services. The simultaneous effect of key CS/D constructs (expectations, performance, and disconfirmation) and several variables-fairness (equity), purchase situation (novelty, importance, and complexity)-and individual-level variables (decision uncertainty and stakeholding) are examined in a causal path framework. Data were obtained from a two-stage longitudinal survey of client organizations. The results indicated substantial support for the hypothesized model, The effect of purchase situation and individual level variables (via their indirect affects) rivals that of disconfirmation and expectations in explaining CS/D. Performance was found to affect CS/D directly but not as powerfully as disconfirmation.

引用

页码：4 / 17

页数：14

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