Making the switch - does satisfaction predict switching behaviour?

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

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 languageEnglish
Title of host publicationANZMAC 2009
Subtitle of host publicationproceedings : sustainable management and marketing conference
Editors Dr Dewi Tojib
Place of PublicationAustralia
PublisherAustralia & New Zealand Marketing Academy
Pages1-8
Number of pages8
ISBN (Print)1863081585
Publication statusPublished - 2009
EventAustralian and New Zealand Marketing Academy Conference (2009) - Melbourne
Duration: 30 Nov 20092 Dec 2009

Conference

ConferenceAustralian and New Zealand Marketing Academy Conference (2009)
CityMelbourne
Period30/11/092/12/09

Keywords

  • Satisfaction
  • Decision
  • Post Purchase
  • Experience

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