TY - JOUR
T1 - The service quality-satisfaction link revisited : exploring asymetries and dynamics
AU - Falk, T.
AU - Hammerschmidt, M.
AU - Schepers, J.J.L.
PY - 2010
Y1 - 2010
N2 - This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight customers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.
AB - This study provides deeper insight in the link between service quality and customer satisfaction. The traditional assumption of a linear relationship is challenged by exploring asymmetries and dynamics. The simultaneous influence of service quality and customer experience on satisfaction is examined by means of nonlinear structural equation modeling. Results show that functional-utilitarian quality attributes (availability, efficiency, fulfillment, and privacy) lose their capability to delight customers as the customer relationship matures. In contrast, hedonic quality attributes (design, enjoyment, and image) only exhibit an increasing effect on satisfaction for more experienced customers. These insights are vital for service managers as they help to improve the efficiency of quality investments.
U2 - 10.1007/s11747-009-0152-2
DO - 10.1007/s11747-009-0152-2
M3 - Article
SN - 0092-0703
VL - 38
SP - 288
EP - 302
JO - Journal of the Academy of Marketing Science
JF - Journal of the Academy of Marketing Science
IS - 3
ER -