The service quality-satisfaction link revisited: exploring asymmetries and dynamics
By T. Falk, Maik Hammerschmidt, Jeroen J. L. Schepers. 2010
167 citations recorded by the source corpus.
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.
Subfields: Marketing, Organizational Behavior and Human Resource Management
View Paper: https://www.semanticscholar.org/paper/9cf23c4ef28bcb3e145738bf8cd304aea25449d5
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In Marketing
In Organizational Behavior and Human Resource Management
Citations in the corpus
- Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context (2017, background): “The question arises, therefore, as towhether the positive asymmetry seen in hedonic services (Falk et al., 2010), through surprising the customer in unexpected ways and triggering delight (Oliver et al., 1997) also occurs in utilitarian services.”