The Service Quality-Satisfaction Link Revisited: An Asymmetric and Dynamic Perspective

Tomas Falk, Maik Hammerschmidt, Jeroen J L Schepers

Research output: Contribution to journalArticleScientificpeer-review

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Abstract

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.
Original languageEnglish
Pages (from-to)288-302
JournalJOURNAL OF THE ACADEMY OF MARKETING SCIENCE
Volume38
Issue number3
DOIs
Publication statusPublished - 2010
MoE publication typeA1 Journal article-refereed

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