Abstract
In recent years there has been disenchantment with the performance and relevance of
customer satisfaction models in applied business contexts. An expected utility
framework overcomes many of the weaknesses inherent in conventional customer
satisfaction modelling and is used to assess the impact of product experience on
switching decisions. Via a three-stage approach choice experiment, the impact of
disconfirmations and satisfaction on after experience choices are analysed. Overall,
the impact of disconfirmations on switching appears to be captured by measured
satisfaction. However, switching is also dependent on the level of utility expected not only on satisfaction or disconfirmation.
| Original language | English |
|---|---|
| Title of host publication | ANZMAC 2009 |
| Subtitle of host publication | proceedings : sustainable management and marketing conference |
| Editors | Dr Dewi Tojib |
| Place of Publication | Australia |
| Publisher | Australia & New Zealand Marketing Academy |
| Pages | 1-8 |
| Number of pages | 8 |
| ISBN (Print) | 1863081585 |
| Publication status | Published - 2009 |
| Event | Australian and New Zealand Marketing Academy Conference (2009) - Melbourne Duration: 30 Nov 2009 → 2 Dec 2009 |
Conference
| Conference | Australian and New Zealand Marketing Academy Conference (2009) |
|---|---|
| City | Melbourne |
| Period | 30/11/09 → 2/12/09 |
Keywords
- Satisfaction
- Decision
- Post Purchase
- Experience