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

Tomas Falk, Maik Hammerschmidt, Jeroen J L Schepers

Tutkimustuotos: LehtiartikkeliArticleScientificvertaisarvioitu

146 Lataukset (Pure)

Abstrakti

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.
AlkuperäiskieliEnglanti
Sivut288-302
JulkaisuJOURNAL OF THE ACADEMY OF MARKETING SCIENCE
Vuosikerta38
Numero3
DOI - pysyväislinkit
TilaJulkaistu - 2010
OKM-julkaisutyyppiA1 Julkaistu artikkeli, soviteltu

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