An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures

By Jochen Wirtz, M. Lee. 2003

141 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/faaa18fa92483deb6f66a3481b2fe2671ab5f331

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Citations in the corpus

The role of post‐training self‐efficacy in customers' use of self service technologies (2008, methodology): “A three-item, seven-point Likert type scale adapted from previous satisfaction studies ( Wirtz and Le, 2003”
Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement (2003, background): “Wirtz and Lee (2003) showed that the quality of measures improves with the number of items, whereby a six-item 7-point semantic differential satisfaction scale (e.g.”
Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries (2005, background): “Given that many customer satisfaction measures are specific to a particular service context and/or include items tailored to specific characteristics of the service delivery (see Wirtz & Lee, 2003), a three-item customer satisfaction scale was developed for this study.”
Emotion Display Rules at Work in the Global Service Economy: The Special Case of the Customer (2010, background): “…and practices; for example, through training that “the customer is always right,” gathering performance feedback from customers, and customers’ impact on tips or commissions (Hochschild, 1983; Lynn and Latane, 1984; Lynn et al., 1993; Rafaeli, 1989; Wirtz et al., 2008; Wirtz and Lee, 2003).”
How Procedural, Financial and Relational Switching Costs Affect Customer Satisfaction, Repurchase Intentions, and Repurchase Behavior: A Meta-Analysis (2015, background): “…7,268 132 Wieringa and Verhoef (2007) x Journal of Service Research 164 215 133 Wirtz and Chew (2002) x Journal of Service Management 165 257 134 Wirtz and Lee (2003) x Journal of Service Research 166 440 135 Woisetschlaeger, Lentz, and Evanschitzky (2011) x x x Journal of Business Research 167…”