Abstract
In recent years there has been disenchantment with the performance and relevance of structural equation based customer satisfaction models in applied business contexts. There are many flaws that inhibit the effectiveness of a framework built around a structural equation CSD model. This paper proposes an alternative expected utility framework which overcomes many of the weaknesses and provides a possible relevant solution. Practical application of the customer satisfaction enhanced expected utility framework requires a specifically designed two stage stated choice experiment.
| Original language | English |
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| Title of host publication | ANZMAC 2004 |
| Subtitle of host publication | proceedings : marketing accountabilities and responsibilities |
| Place of Publication | Wellington, NZ |
| Publisher | ANZMAC |
| Pages | 1-7 |
| Number of pages | 7 |
| ISBN (Print) | 0475222151 |
| Publication status | Published - 2004 |
| Event | Australian and New Zealand Marketing Academy Conference (2004) - Wellington, New Zealand Duration: 29 Nov 2004 → 1 Dec 2004 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference (2004) |
|---|---|
| City | Wellington, New Zealand |
| Period | 29/11/04 → 1/12/04 |