TY - GEN
T1 - Economic influences on customer satisfaction
T2 - 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
AU - Frank, B.
AU - Enkawa, T.
N1 - Copyright:
Copyright 2009 Elsevier B.V., All rights reserved.
PY - 2008
Y1 - 2008
N2 - Based on longitudinal customer satisfaction data from three durable goods industries in Japan, this study analyzes how economic processes influence customer satisfaction and how these effects vary by product function. Our research hypotheses are based on a conceptual extension of the disconfirmation of expectations theory of customer satisfaction formation. Using principal component and regression analyses, we show that customer satisfaction is positively influenced by economic growth and negatively by economic expectations. These effects, especially the influence of economic expectations, are much stronger for customer satisfaction with peripheral product functions than with core product functions. Quality managers should be aware of mis- interpretations when measuring customer satisfaction to evaluate business performance. Variations in customer satisfaction are not only caused by variations in corporate performance but also by external economic influences.
AB - Based on longitudinal customer satisfaction data from three durable goods industries in Japan, this study analyzes how economic processes influence customer satisfaction and how these effects vary by product function. Our research hypotheses are based on a conceptual extension of the disconfirmation of expectations theory of customer satisfaction formation. Using principal component and regression analyses, we show that customer satisfaction is positively influenced by economic growth and negatively by economic expectations. These effects, especially the influence of economic expectations, are much stronger for customer satisfaction with peripheral product functions than with core product functions. Quality managers should be aware of mis- interpretations when measuring customer satisfaction to evaluate business performance. Variations in customer satisfaction are not only caused by variations in corporate performance but also by external economic influences.
KW - Customer satisfaction
KW - Economic expectations
KW - Economic growth
KW - Product function
UR - http://www.scopus.com/inward/record.url?scp=61649123913&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=61649123913&partnerID=8YFLogxK
U2 - 10.1109/IEEM.2008.4737860
DO - 10.1109/IEEM.2008.4737860
M3 - Conference contribution
AN - SCOPUS:61649123913
SN - 9781424426300
T3 - 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
SP - 203
EP - 207
BT - 2008 IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2008
Y2 - 8 December 2008 through 11 December 2008
ER -
