Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution
Abstract
This paper examines the impact of variability of product expectations on customer satisfaction within an expected utility framework. Typical models for customer satisfaction use a disconfirmations paradigm based on the gap between mean expectations of product performance and actual product performance. This may not adequately explain satisfaction if expectations are distributional. Actual performance within the range of expectations may not engender any satisfaction response while actual performance outside a range may disproportionately impact on satisfaction. Additionally, satisfaction may be impacted by the alternatives available. Using a designed choice experiment, simultaneously the impact on satisfaction of variability of expectations and the impact of characteristics of alternatives are examined. Results suggest both are relevant to the measurement of customer satisfaction.
Original language
English
Title of host publication
AM2008 conference proceedings
Subtitle of host publication
Academy of Marketing Annual Conference : reflective marketing in a material world
title = "Does expectation variability matter in customer satisfaction?",
abstract = "This paper examines the impact of variability of product expectations on customer satisfaction within an expected utility framework. Typical models for customer satisfaction use a disconfirmations paradigm based on the gap between mean expectations of product performance and actual product performance. This may not adequately explain satisfaction if expectations are distributional. Actual performance within the range of expectations may not engender any satisfaction response while actual performance outside a range may disproportionately impact on satisfaction. Additionally, satisfaction may be impacted by the alternatives available. Using a designed choice experiment, simultaneously the impact on satisfaction of variability of expectations and the impact of characteristics of alternatives are examined. Results suggest both are relevant to the measurement of customer satisfaction.",
author = "Con Korkofingas",
year = "2008",
language = "English",
pages = "1--9",
booktitle = "AM2008 conference proceedings",
publisher = "Academy of Marketing",
}
Korkofingas, C 2008, Does expectation variability matter in customer satisfaction? in AM2008 conference proceedings: Academy of Marketing Annual Conference : reflective marketing in a material world. Academy of Marketing, Aberdeen, Scotland, pp. 1-9, Academy of Marketing Conference (2008), Aberdeen, Scotland, 7/07/08.
AM2008 conference proceedings: Academy of Marketing Annual Conference : reflective marketing in a material world. Aberdeen, Scotland : Academy of Marketing, 2008. p. 1-9.
Research output: Chapter in Book/Report/Conference proceeding › Conference proceeding contribution
TY - GEN
T1 - Does expectation variability matter in customer satisfaction?
AU - Korkofingas, Con
PY - 2008
Y1 - 2008
N2 - This paper examines the impact of variability of product expectations on customer satisfaction within an expected utility framework. Typical models for customer satisfaction use a disconfirmations paradigm based on the gap between mean expectations of product performance and actual product performance. This may not adequately explain satisfaction if expectations are distributional. Actual performance within the range of expectations may not engender any satisfaction response while actual performance outside a range may disproportionately impact on satisfaction. Additionally, satisfaction may be impacted by the alternatives available. Using a designed choice experiment, simultaneously the impact on satisfaction of variability of expectations and the impact of characteristics of alternatives are examined. Results suggest both are relevant to the measurement of customer satisfaction.
AB - This paper examines the impact of variability of product expectations on customer satisfaction within an expected utility framework. Typical models for customer satisfaction use a disconfirmations paradigm based on the gap between mean expectations of product performance and actual product performance. This may not adequately explain satisfaction if expectations are distributional. Actual performance within the range of expectations may not engender any satisfaction response while actual performance outside a range may disproportionately impact on satisfaction. Additionally, satisfaction may be impacted by the alternatives available. Using a designed choice experiment, simultaneously the impact on satisfaction of variability of expectations and the impact of characteristics of alternatives are examined. Results suggest both are relevant to the measurement of customer satisfaction.