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Full-Text Articles in Business
The Evolution And Future Of National Customer Satisfaction Index Models, Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, Jaesung Cha
The Evolution And Future Of National Customer Satisfaction Index Models, Michael D. Johnson, Anders Gustafsson, Tor Wallin Andreassen, Line Lervik, Jaesung Cha
Michael D. Johnson
A number of both national and international customer satisfaction barometers or indices have been introduced in the last decade. For the most part, these satisfaction indices are embedded within a system of cause and effect relationships or satisfaction model. Yet there has been little in the way of model development. Of critical importance to the validity and reliability of such indices is that the models and methods used to measure customer satisfaction and related constructs continue to learn, adapt and improve over time. The primary goal of this research is to propose and test a number of modifications and improvements …
The Effects Of Satisfaction And Loyalty On Profits And Growth: Products Versus Services, Bo Edvardsson, Michael D. Johnson, Anders Gustafsson, Tore Strandvik
The Effects Of Satisfaction And Loyalty On Profits And Growth: Products Versus Services, Bo Edvardsson, Michael D. Johnson, Anders Gustafsson, Tore Strandvik
Michael D. Johnson
The paper uses data from the Swedish Customer Satisfaction Index together with performance data from competing industries to study the difference in logic in terms of customer satisfaction and loyalty between services and products. We find that for product firms loyalty can have a negative effect on company performance, while for service firms the effect is positive. The implication is that service firms must earn their loyalty but product firms can lower their prices and thus retain their customers.
Capturing Customer Heterogeneity Using A Finite Mixture Pls Approach, Carsten Hahn, Michael D. Johnson, Andreas Herrmann, Frank Huber
Capturing Customer Heterogeneity Using A Finite Mixture Pls Approach, Carsten Hahn, Michael D. Johnson, Andreas Herrmann, Frank Huber
Michael D. Johnson
An approach for capturing unobserved customer heterogeneity in structural equation modeling is proposed based on partial least squares. The method uses a modified finite-mixture distribution approach. An empirical analysis using quality, customer satisfaction and loyalty data for convenience stores illustrates the advantages of the new method vis-à-vis a traditional market segmentation scheme based on well known grouping variables. The results confirm the assumption of heterogeneity in the individuals’ perception of the antecedents and consequences of satisfaction and their relationships. The results also illustrate how the finite-mixture approach complements and provides insights over and above a traditional segmentation scheme.
Order Effects In Customer Satisfaction Modelling, Seigyoung Auh, Linda Court Salisbury, Michael D. Johnson
Order Effects In Customer Satisfaction Modelling, Seigyoung Auh, Linda Court Salisbury, Michael D. Johnson
Michael D. Johnson
This research examines the effects of question order on the output of a customer satisfaction model. Theory suggests that locating product attribute evaluations prior to overall evaluations of satisfaction and loyalty should increase the impact of performance drivers in the model, explain more variation in the overall evaluations, and make positive satisfaction and loyalty evaluations more extreme. Our results show that, although customers′ overall evaluations are more extreme and better explained when provided after attribute evaluations, the impact of satisfaction drivers is relatively unaffected. Consistent with expectations, question order does affect the explained variation in satisfaction and the levels of …
The Impact Of Quality Practices On Customer Satisfaction And Business Results: Product Versus Service Organizations, Lars Nilsson, Michael D. Johnson, Anders Gustafsson
The Impact Of Quality Practices On Customer Satisfaction And Business Results: Product Versus Service Organizations, Lars Nilsson, Michael D. Johnson, Anders Gustafsson
Michael D. Johnson
Research on the differences in customer satisfaction between product and service organizations has focused on an output perspective, or how customers evaluate performance. This study takes this research inside organizations to analyze and investigate how key internal quality practices of product versus service organizations (employee management, process orientation, and customer orientation) influence customer satisfaction and business results. Using a national quality survey from 482 companies in Sweden, our analysis shows that for product organizations, internal quality practices influence customer satisfaction and business results primarily through an organization's customer orientation. For service organizations, both customer and process orientation impact customers directly, …
Expectations, Perceived Performance, And Customer Satisfaction For A Complex Service: The Case Of Bank Loans, Michael D. Johnson, Georg Nader, Claes Fornell
Expectations, Perceived Performance, And Customer Satisfaction For A Complex Service: The Case Of Bank Loans, Michael D. Johnson, Georg Nader, Claes Fornell
Michael D. Johnson
The models currently used to describe customers' satisfaction with products and services presume that customers have well-formed performance expectations. The present study uses data from the Swedish Customer Satisfaction Barometer to show that these models fail to describe customer satisfaction with bank loans, a complex, heterogeneous, and infrequently purchased service. Performance expectations are more likely an artifact of performance in this case and have no effect on satisfaction. This is quite different from other products and services where expectations are a stronger predictor of performance and have a positive effect on customer satisfaction.
Cultural Implications Of Customer Satisfaction Differences Of Help Desks In The Us And China, William H. Bleuel, Terry Young, Wayne Gertmenian
Cultural Implications Of Customer Satisfaction Differences Of Help Desks In The Us And China, William H. Bleuel, Terry Young, Wayne Gertmenian
William H. Bleuel
Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services world-wide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in two areas (China and the United States) to determine whether or not there is a difference in satisfaction scores provided by Help Desks. The trend in overall satisfaction over the seven year period from 2005 through 2011 is increasing in China faster than in the United States. Correlations between variously measured parameters of Help Desks and overall …
Cross-Cultural Customer Satisfaction Of High Technology Companies In China, India, And Japan, William Bleuel, Darrol Stanley
Cross-Cultural Customer Satisfaction Of High Technology Companies In China, India, And Japan, William Bleuel, Darrol Stanley
William H. Bleuel
Customer satisfaction has become a very important aspect of business management in the high technology market. Companies that provide products and services world-wide often are concerned that customer satisfaction may be impacted by cultural differences. This study examines measures of customer satisfaction in China, India and Japan to determine whether or not there is a difference in satisfaction scores for field service, depot repair and help desk. The statistical results at a 5% confidence level indicate there is a difference in customer perception in all service support areas. The results clearly indicate that companies need to understand these differences in …