A Utility based approach for customer satisfaction modelling

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

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 languageEnglish
Title of host publicationANZMAC 2004
Subtitle of host publicationproceedings : marketing accountabilities and responsibilities
Place of PublicationWellington, NZ
PublisherANZMAC
Pages1-7
Number of pages7
ISBN (Print)0475222151
Publication statusPublished - 2004
EventAustralian and New Zealand Marketing Academy Conference (2004) - Wellington, New Zealand
Duration: 29 Nov 20041 Dec 2004

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference (2004)
CityWellington, New Zealand
Period29/11/041/12/04

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Korkofingas, C. (2004). A Utility based approach for customer satisfaction modelling. In ANZMAC 2004: proceedings : marketing accountabilities and responsibilities (pp. 1-7). Wellington, NZ: ANZMAC.