Exploring Dimensions of Customer Satisfaction

Name: Exploring Dimensions of Customer Satisfaction
Brand: VDM Verlag
SKU: 9783639230819
Price: 253.91 RON
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A Qualitative Study

Autor: Anne Mantel

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Editura: VDM Verlag

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Customer Satisfaction (CS) is often seen as the business idiom of long-term success due to an assume...

Informații despre carte

Autor

Anne Mantel

Limbă

engleză

Legare

Carte - Carte broșată

Publicat

2010

Pagini

EAN

9783639230819

ISBN

3639230817

Enbook ID

06830830

Editura

VDM Verlag

Greutate

104

Dimensiuni

152 x 229 x 4

Descriere completă

Customer Satisfaction (CS) is often seen as the business idiom of long-term success due to an assumed link to profitability. Hence, numerous organisations have tried to measure CS to further increase its level. However, the vague definition of CS and its dimensions has mainly lead to failures of customer satisfaction measurement (CSM). It is the purpose of this dissertation to identify and explore the basic dimensions of CS in order to gain a better understanding of the area. The author Anne Mantel introduces the topic by presenting various definitions on CS and by identifying the following common CS dimensions: expectations, disconfirmation of expectations and perceived performance, perceived quality, perceived value, emotions, loyalty and commitment. Additional findings on these dimensions are obtained in eight semi-structured interviews in a business-to-business environment. After the discussion with CS theory a conclusion is drawn helping to clarify the inconsistencies of CS for both academics and practitioners and also providing new insights for future research.

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Exploring Dimensions of Customer Satisfaction

A Qualitative Study

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Descriere completă

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