The asymmetrical and non-linear effects of store quality attributes on customer satisfaction

By Shueh-Chin Ting, Chengxin Chen. 2002

178 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/2d6409a1a2b1fee840761d3e1f3f953749cffe63

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Haemoon Oh
2. Wei-Jaw Deng
3. Gerson Tontini
4. J. Petrick
5. M. Gallarza
6. Irene Gil

In Organizational Behavior and Human Resource Management

1. Haemoon Oh
2. Wei-Jaw Deng
3. Gerson Tontini
4. L. Slevitch
5. Kuan-Yu Chen
6. J. Petrick
7. M. Gallarza
8. Irene Gil

Citations in the corpus

• Asymmetric relationship between attribute performance and customer satisfaction: A new perspective (2010, background): “Both academics and practitioners have reported that equally investing in greater performance along all service attributes in order to increase satisfaction would not be effective and not justify additional investments (Cadotte and Turgeon, 1988; Hui et al., 2004; Kano, 1984; Matzler et al., 2004; Ma”
• Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2007, background): “Thus, Brandt (1988), Mittal et al. (1998), Anderson and Mittal (2000) and Ting and Chen (2002) utilize multiple regression analysis with natural logarithmic dummy variables to determine the asymmetric influence of attribute performance on overall customer satisfaction.”
• Integrating the Kano Model and QFD for Designing New Products (2007, background): “Ting & Shen (2002) use regression analysis to show the asymmetrical relationship between the performance of different requirements in supermarkets and customer satisfaction.”